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Properly accounting for your base staff is one of the basics of contact center planning. According to ICMI's nine-step Call Center Planning and Management Process, Erlang C is the most common calculation method.
Step 4 of the process states, "Most developed contact centers use Erlang C or variations of it to calculate staffing requirements. Capabilities such as skills-based routing and complex network environments present challenges that may require computer simulation and modeling."
In a recent Quick Poll, ICMI asked, "How are you currently calculating base staff in your contact center?" Nearly 80% of those who responded are using some form of Erlang C. 42% replied, "Software based on the Erlang C formula" and 36% said, "Manually, using the Erlang C formula." Many of you are still calculating base staff, but in different ways. 15% replied "Manually, using another method" and 6% are using software that follows another method.
ICMI wants to know how you're calculating base staff. Are you using a form of Erlang C? If not, what are you using? And has it been successful? Share your thoughts with us here in the comments!
ICMI is considered the authority on contact center performance excellence. We offer comprehensive resources for customer management professionals - from frontline agents to executives - who wish to improve customer experiences and increase efficiencies at every level of the contact center.
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See my comments on queue tips below:
my goodness - 7 years ago.
jeff palzkill, MSTM, CCOM