Forecast Average Speed of Answer

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Forecast Average Speed of Answer
I currently have a headcount of 111 and I am looking to reduce it to 64, how can I forecast for the ASA to see how much it will increase? The abandon rate is 5% and AHT Target 480, ASA Target is 30.


Call Centre Helper

Service Level Time will increase to hours
Cutting this number of heads will have a drastic effect on service quality.

You can put all the numbers in to an Erlang Calculator to see the impact.

As the old adage says "you can't fit 2 pints in a 1 pint glass"

Calculation to determine ASA?
I have projected call volumes of 20,496, 17,442, 19,308, 18014, 17,867. How can I calculate the Forecasted ASA if I reduce the headcount from 111 to 64?


Call Centre Helper

First read this article

Hi, First of ...

First of all, thank you for sharing these resources! Really helpful.

I am trying to build a model to predict # of FTEs required at a retail location where staff would be resolving customer queries. I believe I can use your call center model for the same purpose. However, I have one question. If i look at the equation for Average Speed Answer (ASA), I can re-write the equation as follows:

No of agents = Traffic intensity + Pw * (AHT/ASA)

Now if I know traffic intensity and AHT (based on historical volume), can I define ASA as the "average wait time" (let's say 300 seconds) and Pw at 25% (i.e. 25% of my customers will have to wait) to calculate the optimal # of agents. Is this logic sound or I am missing something? Also, does Erlang approach apply to this situation as well or I am missing something?

Any input would be highly appreciated!


Call Centre Helper

Difficult to tell
I think you are following this article

I've not seem it written the other way but rewriting the does seem correct.

The flaw is with Pw at 25% (i.e. 25% of my customers will have to wait). I think that the Pw is not an input - it is derived from the Erlang formula based on service level.

But difficult to tell without a detailed look through the maths.

You must also factor in shrinkage and occupancy.

The alternate would be to see how well it models against the Erlang calculator

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