Use the ERLANG C Calculator shows you whether or not you have enough agents staffed in your call center to reach your KPIs.

Input your historical call volume by interval, average handle time, service level percentage within the answer time you expect (Industry average is an 80/30), and your shrinkage (basically your call off percentage). The calculator does the rest.

Don’t run the risks of understaffing your call center. Maximize profitability and efficiency. If you are a smaller center and do not have access to expensive workforce management software, there are other options available to you to make sure you are staffed appropriately.