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Is anyone aware of any “calculators” that take into consideration IVR usage?
Our call center is “fronted” by an IVR and it has over 50% usage. We are having a difficult time determining how many trunks we need to give the callers both access to the IVR, AND access to our CSRs, without killing our service level or ATB.
Thanks, Tim Laffin, Bohemia, NY
If I’m not mistaken there was a theory call the Neil/Wilkens theory developed by two gentleman at the Bell Labs. I believe this theory/formula was developed to do call center applications.
Also, if I’m not mistaken there should be a way to utilize Erland “C” to calculate this.
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