[dharmendar kumar]

Hi my name is dharmendar kumar and i am from karachi pakistan we are setting up a call center and i need to know if i have a standard of 180 talk time and targeted service level is 80% per month and initial volume is 12000 calls and 60 lines and 20 agents, how much calls per hour would be required to achive 80% service level’
urgent response will be highly appreciated.

[Manoj]

Hi Dharmendar, I did some basic calculations and came up with this …

Assuming that these stats are for a day and remain flat over the day, with the above data you will be handling about 300 calls per hour with this kind of service level.

Cheers, Manoj Kumar Matai

[Manoj]

Hi Manoj

I appreciate your help in defining calls per hour i would be grateful if u can provide me calculations to this answer, If you have any material on an excel base sheet which can tell u for this specfied call volume “X” number of agents will be required to cater this volume defining on half hourly basis.

Rg
Dharmendar
Karachi.

[Manoj]

Dharmendar, an excel sheet cannot be uploaded on this forum. You would need to publish your contact details in order for me to correspond with yourself.

[Author]

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