How Calculate Fte Benefits of AHT Reduction
I have demonstrated that AHT can be reduced by 43 seconds across an operation currently running with AHT at 400seconds
How do I calculate FTE reduction benefit of achieving an improved state of 357 secs AHT
Question asked by Ian
Use An Erlang Calculator
This is where an Erlang calculator comes in useful.
https://www.callcentretools.com/tools/erlang-calculator/
Just do the calculations with the same number of calls and different AHT and compare the results
With thanks to Jonty
Author: Jonty Pearce
Published On: 12th Apr 2022 - Last modified: 26th Feb 2025
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