is a complex yet essential process to ensure smooth functioning and high customer satisfaction levels. It involves analyzing the call volume patterns, including peak times and seasonal fluctuations, forecasting future demands, and designing adequate staffing plans that match the projected demands. It also encompasses developing a recruitment strategy for hiring qualified staff members who can provide quality customer service in line with company policies. Furthermore, it involves monitoring and adjusting staffing levels to ensure that the call center is adequately staffed at all times.
To maximize the efficiency of any call center, proper optimization of staff resources is essential. This includes analyzing the total number of calls received, the duration of each call, the types of queries handled by each staff member, and other performance leveraging Erlang C, resolution is just one of the metrics that can be tracked. is a powerful tool for call centers. It enables managers to accurately predict the number of agents needed at any given time, thereby reducing customer wait times and increasing efficiency. This technology utilizes an Erlang B calculator, which calculates the average number of calls in progress over a certain period of time. The calculator then uses this data
https://dev.uplinkbpo.com/staffing_calculator/
What is Erlang C?
Erlang C is a tool used to calculate the number of resources (i.e. call center agents) needed in a call center to handle incoming calls and meet certain service level objectives (SLOs). It takes into consideration both the frequency of incoming calls and their average duration to determine how many staff are needed. The Erlang C formula was developed by Danish mathematician A.K. Erlang, who aimed to develop an effective staffing model for telephone operators in the early 1900s. Today, it is widely used in call centers around the world, as well as other customer service environments like web chat platforms or email support systems.
Apply Erlang C requires having some key data points available such as:
- Number of incoming calls
- The average duration of each call
- Service Level Objectives (SLOs) – i.e how long customers should wait before being served
Once this data is collected, Erlang C can be used to determine the number of agents required to meet customer service goals. It also provides useful insights into staffing needs and allows managers to adjust staffing levels based on current or predicted changes in customer demands. This helps ensure that customer service standards are maintained despite fluctuations in demand. In addition, Erlang C can be used to help reduce operational costs by ensuring a balance between staff costs and service quality.
To conclude, Erlang C is an invaluable tool for call centers. By using it to calculate the number of resources required, businesses can ensure that customers are receiving high-quality service and that operational costs remain under control. In addition, it provides useful insights into staffing needs so that adjustments can be made in response to changes in customer demand.
Values vary depending on the specific call center needs, but they should include the number of lines, average speed to answer, expected total calls, and abandonment rate. All of these values can be found with historical data or estimated using industry averages. With Uplink, you can expand your Erlang C applications and optimize the performance of your call center. Reach out to us now for assistance!
At Uplink, we are experts in staffing and workforce management methodologies, if you want us to help your operations, let’s connect!
