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Call Center Traffic Can Be Tricky — What’s the Magic Number?
A well-staffed call center is not just about answering calls; it’s about building trust and fostering a caring connection with each patient. By having the right number of agents available, your call center operations can run seamlessly, ensuring that every call is answered promptly, every concern is addressed compassionately, and every patient feels valued. Conversely, an understaffed call center leads to long wait times, overwhelmed agents, and compromised patient experiences. This imbalance undermines patient satisfaction and erodes the trust they place in your organization.
Let’s talkCalculating Success
The T2Flex Calculator provides a tangible solution to this challenge. By inputting key data points, you gain actionable insights into the optimal number of call center agents required to handle your call volumes effectively.
Having the right number of agents ensures that each call is promptly attended to swiftly, and with utmost care, minimizing the percentage of abandoned calls. These efforts ensure that patients receive the necessary assistance, and crucial appointment scheduling opportunities are never lost.
By eliminating overstaffing and understaffing, we enhance call handling productivity, and maximize resource utilization. With improved operational efficiency, higher call volumes can be handled with ease, leading to cost savings and better overall performance.
At the heart of T2Flex is a dedication to enhancing the patient experience. Our compassionate and well-trained agents provide personalized care and support to every caller. By minimizing wait times and delivering excellent service, we foster trust and satisfaction among patients.
Understanding Calculator Terminology
To accurately determine staffing requirements, it’s crucial to understand the key factors that influence call center operations. Below, you will find definitions of important terms that play a crucial role in calculating the optimal number of agents needed.
Calls per Month: The number of calls your call center receives in a month.
Days per Month: The total number of days your call center is operational in a month.
Hours per Day: The number of hours your call center is open and available to handle calls each day.
Minutes per call: The average duration, in minutes, spent on a single call by call center agents.
Wrap-up per call: The time spent by call center agents to complete necessary tasks after ending a call with a customer.
Efficiency: This measures the effectiveness and productivity of call center agents. It indicates the percentage of time agents spend on productive call-related activities compared to their total logged-in time. (Total Talk Time / Total Logged-in Time) x 100
Erlang Peak: The highest predicted level of call traffic or call volume expected to occur during a specific time period. The Erlang Peak helps in estimating the maximum number of call center agents or telephone lines needed to handle the anticipated call load during the busiest periods.
Calculating Optimal Staffing
The formulas below will help you figure out how many call center agents you need to handle incoming calls effectively. They consider factors like call volume, call duration, efficiency, and busy periods. By using these formulas, you can calculate the ideal number of agents required to manage the call load efficiently and ensure sufficient coverage during peak times.
Calls Per Day = Calls per Month / Days per Month:
This formula calculates the average number of calls received per day. It divides the total number of calls for a given month by the total number of days in that month. This helps in determining the daily call volume to be handled by the call center.
Total Minutes Per Day = (Minutes per Call + Wrap-up per Call) x Calls per Day:
This formula calculates the total time required to handle all the calls in a day. It considers the duration of each call, including the average talk time, and adds the additional time spent on wrap-up activities after each call. By multiplying this by the number of calls per day, you can estimate the total minutes needed for call handling.
Total Appointments per Agent = (Hours per Day x Efficiency) x 60:
This formula determines the total number of appointments that each call center agent can handle in a day. It multiplies the number of hours worked by an agent per day by the efficiency percentage (expressed as a decimal). The result is then multiplied by 60 to convert the time from hours to minutes.
Baseline # of Agents = Total Minutes per Day / Total Appointments per Agent:
This formula calculates the number of call center agents required based on the total minutes needed for call handling and the total number of appointments each agent can handle in a day. It divides the total minutes per day by the total appointments per agent, giving you the estimated number of agents needed to handle the workload.
Total # of Agents = (Number of Agents x Erlang Peak) + Number of Agents:
This formula calculates the total number of agents needed during the Erlang Peak period, considering the baseline number of agents and the additional agents required. It multiplies the number of agents by the Erlang Peak factor, which represents the predicted call volume during the busiest period, and then adds the number of agents already present.
Average calls per hour = Calls per Day / Hours per Day:
This calculation divides the total number of calls per day by the number of operational hours per day to determine the average number of calls handled by the call center per hour.
Calls per hour during peak hour = Calls per hour x Erlang Peak:
This calculation multiplies the average calls per hour by the Erlang Peak factor, which represents the predicted call volume during the busiest hour. It provides an estimate of the number of calls expected during the peak hour of call center operations.
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