Hi
Would be interested in any suggestions on forecasting service levels in the absence of having access to a WFM tool. My objective is to predict based on a certain number of calls and certain number of agents an idea of what a service level will be. Ideally WFM would be useful but its not an option at present!
Here would be a good place to start:-
http://www.callcentrehelper.com/erlang-c-calculator-2473.htm
You'll have to play on a trial and error basis, but, it
should get you going in the right direction.
Regards
DaveA
Hi
I developed an Excel based forecasting tool before the company invested in a WFM programme and as Dave has already advised you will need to use the Erlang calculation for staff scheduling. Although it's a bit of a long winded process, it always worked well for us and I will be happy to send you a copy of the model with a few instructions if you want to let me have you e-mail address.
Regards
Sue
Hi
we had a very old system so i did an excel sheet that did the following:
a. Got the average calls per 30 per day
b. Got the average lenght of each call
c. Then claculated the average calls a Agent can receive within 30 min based on the average call lenght i.e. each agent can receive 10 calls per 30 min
d. Devided the number of calls by 10 and worked out how many people i would need.
e. I compared last years week on week stats with this years in order to find a patern (taking in consideration time of year i.e. when business gets a bit busier.
Cheers
The Erlang tool which can be downloaded from the web is OK but not a good prediction method. The problem is that it looks at each time block (eg: 15 minute span) as an entity in itself and doesn't consider that a loss of service level in the previous 15 minutes will have an effect as calls roll over.
Remember, a WFM system tends to run scenarios where a loss of service impacts on subsequent time blocks.
'BLOCKQUOTE'The Erlang tool which can be downloaded from the web is OK but not a good prediction method. The problem is that it looks at each time block (eg: 15 minute span) as an entity in itself and doesn't consider that a loss of service level in the previous 15 minutes will have an effect as calls roll over.'/BLOCKQUOTE'
This is true, however.....
Erlang will only ever model in intervals, I'm not sure how
service level from one interval can affect the next directly, bar
repeat callers.
The only exception I can see is in long queue times, as you put
it 'rolling over' the interval break, and, yes, whilst a WFM system
may *allow* for this, it isn't normally an integral part of the function.
It may be that you are looking at Erlang in an Intraday model? If that is
the case you will be correct as it doe not have any sense of 'History'.
Although, loading your exant model factored for the day-to-date WILL
then start to model in this fashion.
Regards
DaveA
Hi
i am unable to cope with the present call volumes receiving & the agents too are stressed out at the end of the day. Peak time starts in the evening for a volume of 4,000 + calls withe only 22 agents manned..
Brian
Ouch! By my simple calculations this works out as 181 calls per agent per day which is way beyond most business norms.
You have not indicated what type of business you are in, but I tend to see most contact centres running between 45 and 85 calls per agent per day. At this level call quality will drop off and your agents will get burnt out.
In a nutshell you need more agents. Possibly twice as many as you ahve now. You probably need to use something like our free Erlang calculator to calculate the number of staff required. http://www.callcentrehelper.com/erlang-c-calculator-2473.htm Then you need to start writing a business case.
What sort of business are you in?
Hi Sue, I would love to have the tool you mentioned ... my email address is rezaur71@gmail.com
Cheers,
Mo
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