I need everyone’s help please. Im having a job interview for the above post and need to gain as much info as possible on qmax, erlang c calc’s and general f&p in a call centre / customer service environment. Can anyone help me with some details and point me in the right direction?
I am sorry if this is too late. But I can explain all the basics to you step by step behind all the different models.
(of course no charge
let me know if you still need help
Ps: sending an email is also good firstname.lastname@example.org
To calculate the effective index; efficiency index and finally the Call centre performance index some ten different performance metrics are used in each case. Could anyone list out each of those metrics and the basic calculations/formula used to arrive at the correct answer?