help me to find a solution for my problem. I’m going to start an inbound center with about 100.000 calls per month. I have to know what is the yerly/monthly number of agents for this project when i have to realize the following objectives:
1. SL 70% calls answered within the first 20 seconds
2. Guaranteed availability rate of 99.9999% yearly average
3. AHT 140 seconds
I can estimate daily/hourly call distribution
I tried some call centre calculators but the results were incomplete, because i got only an hourly estimation for the needed staff. Please send me your advice.