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Has anyone in WFM ever tried using just ASA instead of SLA to determine staffing requirements? I set my assumptions at 99/360 (most calcs won't accept 100%) to get all calls answered within 6 minutes, plus not sure how to do this without using some form of a SLA formula. Not my recommendation, but my Director wants me to look into it. Any other thoughts on this is appreciated. Thank you.


Call Centre Helper

Statistically you cannot have 100% of calls answered
Statistically to get 100% of calls answered you would need an infinite number of staff due to the random arrival pattern on a poisson distribution.
This is why most calculators have 99% at the upper limit as an input.

Tools like the Erlang Calculator should also be able to show you average speed of answer as well as abandon rate.

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