I work for a metropolitan police department and we’ve just completed a staffing study of our police communications division (911 call center). In our study, the analyst refers to the Erlang C Traffic Model as the most commonly used model for staffing this type of call center. I would like to know if there are other simular models to calculate correct staffing size?
Most models us a form of erlang; including merlang. Erlang doesn’t consider calls abandoned in queue; amongst other things, and has a tendency to overstate staffing requirements. I would recommend that you look at the HillsB model if you’re looking for more of a do-it-yourself method (http://www.htlt.com/). Otherwise, I would recommend that you seek out a workforce management application; like Blue Pumpkin, IEX, or Rightforce.
Hope this helps. If you want to talk more feel free to email me.