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Having used an erlangc calculator for the following I get strange results and Im wondering if someone can explain.
16 calls per hour each of duration 20 mins. SLA = 90% in 15 seconds.
I then need to pro rata the number of agents down to 35% utilisation.
Why do I need 100+ agents ?? surely 16 agents could provide 100% SLA 35% utilisation would mean Id have 48 agents????
Im confused !!:-)
The workload of your system is 16 calls per 20mins, equals 48 calls per hour. So you have to use at least 48 agents to prevent the queue from overloading. (As you will remember, erlangc-model implies that noone will hang up during a wait.) On the other hand, calls come up in an unsteady process.16 agents DONT provide 100% SLA! 100+ agents are required, because of the (theoretical!) long waiting times that may occur. 90% in 15 seconds is causing this huge amount of agents available.
A sporting goods store wants to open a Call Centre, receiving 300-350 calls per day. It also wants to start an aggressive telemarketing campaign (ie Outbound). Mail order catalogue and web-site, at prices comparable or less than the current specialty stores they supply. Consulting firm, Call Centre Experts? (1)
technology required, existing and new Customers. (2)Estimated no. of agents, to cover operating hours. (How shifts set up, and factors influencing staffing requirements.)David ,
it is not enough to say how many calls per day you are expecting.It is important how these calls are spread over the hours of the day. Also pay attention to the BHT which will tell you the max. number ofagens you will need.This will also reflect on the shifts setup.
regardsBusy Hour is the most important feature. Even an 8 hour day in normal office will need 15%- 20% of traffic not 12.5%. If it is 24 hr it may still need 15% in Busy Hour. If it is a call centre it might be 80% after a campaign.
Erlang doesnt meet every criteria especially if you go to extremes of occupancy or handle times.
Why do you only want your agents occupied for just 35% of the time ? Would it not make more sense to operate with fewer agents but with higher occupancy ? with your statement you are indicating that the agents are really only going to deal with 1 call an hour.
What are your agents doing for the other 65% of the hour, say in available waiting for a call to come in ?
If other calls are taken by this team, you need to amalgamate the workload rather than looking at each part in isolation
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