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New Product Call volume assumptions

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    Bob Greenberg

    I’m the technical support manager for a new company and have the responsibility of setting up a contact center. Before I purchase tools, I’m curious as to the assumptions for in coming calls. I have a new product with no history, is there a rule of thumb for a baseline? I expect my calls to be of very low volume but extreme complexity. Is there a table for assumptions you can point me to?

    Thanks in Advance,

    #11654 Reply

    The Erlang models (upon which our software is based) does not make any assumptions about the volumes of incoming calls, and cannot help you estimate them.

    If you know the incoming volumes, then our software can help you estimate the required agent staffing requirements.

    Click here for more information is available at.

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