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How can i calculate the number of employees in need to setup a 7 x 24 helpdesk.
Number of calls/month
Within Office Hours : 2200
Outside Office Hours : 2201 person takes approx. 10 minutes to complete a call on an average.Lets calculate as per 6 hrs. productive giving us 6 x 60 = 360 minutes.
Thus a person can handle 36 calls in a day.
Search on the web for Erlang C method. This formula gives you a good idea of the number of agent you need to do your business.
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