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Call Center Staffing Calculator

Viewing 4 posts - 1 through 4 (of 4 total)
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  • #70030 Reply
    Mark Rollag
    Guest

    My name is Mark Rollag, I have owned a call center for 16 years and worked in the industry for 10 years prior to that.

    I am in Omaha, we eat sleep and breathe call centers.

    We successfully manage traditional call center agents all over the world that are handling Inbound Calls, WebChat, Email, Web Contact Us forms, and QA for other companies as well as Outbound.

    We use the Erlang Excel addon and it works great.

    If you have questions, feel free to ask me!

    Thanks, Mark

    #70031 Reply
    pix
    Guest

    hi Mark, thanks for sharing,

    Cheers 🙂

    pix

    #71436 Reply
    Bill White
    Guest

    I bought the excel addon and when inputting values into the Ansaphone tab, I think the required staffing I am seeing is far too low. What adjustments should I make to have a more realistic result?

    I’ve set my answer SLAs at 70% within 90 seconds
    Call duration of 600 seconds, after call work of 140 seconds

    Loaded up last months hourly volume averages

    The number of agents the spreadsheet said I needed was below the number of agents I actually had last month, and our average answer times were nowhere near as good as 70% within 90 seconds.

    I was already understaffed and Ansaphone computed I needed even less staff. Something is definitely not right with what I’ve done.

    #71441 Reply
    Tom Howard
    Keymaster

    Hello,

    The Erlang C traffic model makes some assumptions about the nature of the traffic into a call center (see https://www.erlang.com/support/cc-excel-faq/). They include

    – Call arrivals are random
    – Service times are exponential
    – Callers are answered in the order of arrival

    If call arrivals are not random, then Erlang C can tend to underestimate the agents needed. For example, if you have a sudden peak of calls, you’ll need more agents than normal to handle that peak.

    If you’d like to send me some example figures, I can check them against our tools and make sure CC-Excel is giving you the expected results. My email address is service@erlang.com.

    All the best,
    Tom Howard,
    Westbay Engineers Ltd.

Viewing 4 posts - 1 through 4 (of 4 total)
Reply To: Call Center Staffing Calculator
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