The key things you need to remember if you’re using Excel or any staffing program is to ensure that your minimum coverage matches your expected call volumes and coverage levels based on the Erlang ‘C’ formula and tools mentioned earlier. It ill behooves you to have too many resources at 2am when you’re only expecting […]
Erlang ‘C’ & Scheduling for Call Centres – IV Read More »
Skill-Based Routing Simpler to say than actually execute, SBR is a way of ensuring that your contact reaches the agent best suited to deal with and address their issue. This assists in first call resolution but is also key when it comes to things like languages and specific technologies. An easy example is ensuring that a
Erlang ‘C’ & Scheduling for Call Centres – III Read More »
Escalation Matrix – OK, great, we’ve got an SLA, we have the appropriate staff in place to take the call when they make it … now, what happens if they are not able to fix the problem? Easy! You get the problem to the right people that can fix it in a timely manner. This
Erlang ‘C’ & Scheduling for Call Centres – II Read More »
Erlang ‘C’ is a Nobel winning formula used in the Call Centre and Operations industries to determine the correct and appropriate level of staffing based on key call metrics. The scary looking formula for this is below and the even scarier explanation from Wikipedia is here. From a Call Centre and Staffing Point of view,
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