Question

and
60%
3. If a call centre receives 80 calls per hour
are answered immide ately by
an idle agent & 40% are delayed
average of 30 seconds whose
what is the ASA)​

Answer 1

Answer:

Use an Erlang Calculator

Here is a really basic calculation:

(Handle Time * Calls) = Basic Seconds required

Seconds required / shrinkage % = Total Seconds actually required

Total required / Working seconds in day = Base FTE

BUT Remember this takes NO account of queuing or contact arrival distribution.

If you want to calculate the number of staff the best option is to use an Erlang Calculator. This is a tried and tested formula to calculate the number of agents needed.

Answer 2

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