Manage Call Center Operations With Precise Data.
Trust the math, not guesses. Calculate your staffing requirements and service levels with the Erlang C algorithm, or contact us for more complex scenarios.
Call Center Planning Tool
Calculate required agents based on call volume and service goals.
Data Input
Scenario Analysis (What-If)
| Raw Agents | Required Agents | Service Level | Avg Speed of Answer | Occupancy Rate |
|---|
Calculation Note: This tool uses the Erlang C formula, the industry standard for call centers.
Why Erlang C?
Planning by "instinct" in call centers leads either to excessive personnel costs or (worse) loss of customers.
Erlang C has been the gold standard of the telecommunications world for over 100 years. This mathematical model predicts the behavior of waiting customers and the required resources with 99% accuracy in a world where calls arrive randomly (Poisson distribution).
Cost Optimization
Balances workforce planning, preventing unnecessary shifts and idle time costs.
Customer Satisfaction
Maintains target Service Level (SL) while keeping wait times and abandon rates to a minimum.
? Common Terms
Total average time spent handling a call, including talk time and after-call work (ACW).
E.g., "80% of calls answered in 20 seconds." A quality standard.
Time employees are paid but not handling calls (breaks, training, etc.).
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