9th June 2017 at 14:43 #70030Mark RollagGuest
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, Mark17th June 2017 at 20:20 #70031pixGuest
hi Mark, thanks for sharing,
pix19th February 2020 at 18:11 #71436Bill WhiteGuest
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.19th February 2020 at 21:58 #71441Tom HowardKeymaster
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 firstname.lastname@example.org.
All the best,
Westbay Engineers Ltd.
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