Generic selectors
Exact matches only
Search in title
Search in content
Post Type Selectors

Calculation nr. helpdesk-agents 7×24

Viewing 3 posts - 1 through 3 (of 3 total)
  • Author
  • #13754

    How can i calculate the number of employees in need to setup a 7 x 24 helpdesk.

    Number of calls/month
    Within Office Hours : 2200
    Outside Office Hours : 220

    R. Bohra

    1 person takes approx. 10 minutes to complete a call on an average.Lets calculate as per 6 hrs. productive giving us 6 x 60 = 360 minutes.

    Thus a person can handle 36 calls in a day.


    Search on the web for Erlang C method. This formula gives you a good idea of the number of agent you need to do your business.

Viewing 3 posts - 1 through 3 (of 3 total)
  • The forum ‘Call center’ is closed to new topics and replies.