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    Simon Elias
    • Total Posts 40

    “I’m sorry, but all our agents are busy at the moment…” We’ve all experienced this apologetic message on a Monday morning when we call a service centr
    [See the full post at: The Equation of Lean]


    Richard Lowery
    • Total Posts 1

    I used to work in a high volume inbound call centre which managed its performance using the Erlang Calculation method. Essentially the business was given an SLA of 80% calls answered within 15 seconds with the company having an internal target call length plus wrap up time of 5min 45sec.

    Applying this simple tool, and managing forecast call volumes from historical data and future needs based on multiple factors such as the release of a new product, seasonal variances, weather variances and major national events, we hit target each month. The time freed up by not overmanning the phones also enabled us to cross-train staff and assist in admin tasks which were previously deemed lower priority. Result, one happy client.

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