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Erlang For Out Going

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  • #18041

    Hi all

    kindly advice my , basiccally i would like to know how to use the erlang for outbound call , i would like count my agent capacity to handle my outbound team

    which erlang i should use

    call center guy

    Hi Rio,
    Why do u need erlang for outbound call center? Where you dont have any incoming calls nor asa etc? Outbound call FTE is measured on total number of calls to be taken/average time taken per call


    you can’t use any erlang-formula.

    outbound projekts are more fluctuating, many factors will have an influence in this business, much more as in inbound projekts.

    if you have a significant number of agents and contacts (min. 10 to 10000), you should get a predictive dialing system to get the maximum of call-performance. after then you are able to define 80 percent off all possible factors to calculate a right workforce/forecast.

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