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call centre staffing

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    Sergiu
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    Dear forum,
    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.
    Regards
    Alex

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