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Filesize 122 KB
Version 012019
Date added January 25, 2019
Category Tools

‘Erlang C’ Call Centre Calculator

Our Erlang C Calculator is actually four calculators in one that provide you with a range of different options including:

  • Model different scenarios (what impact would it have on staffing if we dropped our Service Levels from 80/30 to 80/60 or what if we could reduce our Average Handling Time by 10 seconds, what impact would that have on employee numbers?).
  • Incorporate metrics like Occupancy and Shrinkage so you can see the impact on Service Levels or Employee numbers as those metrics move
  • Model intraday intervals – overlay your rostered staff numbers against workload and see the changing service levels. Perfect to model different break times etc to balance out your service levels.

We’ve included easy instructions so even if you are not a workforce planning professional you’ll be able to use the tool!