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Published On: 12th Apr 2022 17:20 - Modified: 22nd Jul 2026
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
This is where an Erlang calculator comes in useful.
Just do the calculations with the same number of calls and different AHT and compare the results
With thanks to Jonty
Jonty Pearce walked into his first call centre in 1989 and has been hooked ever since. He founded Call Centre Helper in 1989.
He is an Engineering Graduate with a background in marketing and publishing. In 2020 he won the AOP Digital Publishing Award for The Best Use of Data.
He writes and speaks on a wide variety of subjects - particularly around forecasting and scheduling. His in depth knowledge of forecasting algorithms has earned him the nickname "Mr Erlang."
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29th September 2026
30th September 2026
