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An online Erlang calculator is designed to assist contact centers in estimating call volumes and creating staffing plans that match the availability of agents with client demand. This resource comes with a comprehensive call center glossary that defines the most important terms and concepts.
How To Use This Erlang Calculator. If you have 200 calls per hour, then enter the number of incoming contacts as 200 and the period is 60 minutes. The Average Handling Time is the amount of time that a person (an agent) takes to handle a phone contact.
Calculate Call Center Staffing with Excel (Erlang formula) By Joannès Vermorel, May 2008. This guide explains how to optimize the number of agents to reach the desired service level. This guide applies to call centers and contact centers. The theory is illustrated with Microsoft Excel.
Click here to try out the new Erlang Calculator for call centre staffing. Need to calculate the number of agents for web chat and emails? We have also developed a Multi-Channel call centre calculator which can mix calls emails and web chat.
Calculate the number of customer service / inbound support staff required based on any hypothetical volume of incoming call, email, and live chat traffic.
1 Μαρ 2017 · Call Centre Helper’s Erlang Calculator is better than most as it allows you to determine how many call centre advisors you need during each 30-minute period of the day, with specific reference to shrinkage, occupancy and average patience.
Let Bright Pattern’s call center solution help you change the pattern of customer service. Calculate the number of agents needed to handle calls in a contact center while maintaining service level, average speed of answer, and abandon rates.
