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Hi all
kindly advice my , basiccally i would like to know how to use the erlang for outbound call , i would like count my agent capacity to handle my outbound team
which erlang i should use
Hi Rio,
Why do u need erlang for outbound call center? Where you dont have any incoming calls nor asa etc? Outbound call FTE is measured on total number of calls to be taken/average time taken per callyou can’t use any erlang-formula.
outbound projekts are more fluctuating, many factors will have an influence in this business, much more as in inbound projekts.
if you have a significant number of agents and contacts (min. 10 to 10000), you should get a predictive dialing system to get the maximum of call-performance. after then you are able to define 80 percent off all possible factors to calculate a right workforce/forecast.
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