Call Center Work Force Management

Need some help and I am not sure where to start.

I run a small center with 20 employees. I am trying to be more efficient with my scheduling of the employees to be able to handle as many calls as possible. I have arrival patterns and the 20 employees. Is there a formula/template that I can use/see that will enable me to schedule my employees as efficiently as possible? They all work 40 hours and seven of them work 10 hour shifts. I want to be able to cover all seven days from 7am-midnight.

Attached is what I have for arrival patterns.

Any help is appreciated.

I think you also need to know about the number of simultaneous calls and the average duration of a call, in order to staff appropriately to avoid missing calls.

I would suggest that you add all the Sunday data together, then the Monday etc to get a consolidated week-by-day-by-hour picture, as you may want to schedule differently for weekends.

Hope this helps.

Pete

Yes, thanks for clarifying. When I schedule, I do add the data together based on day and our average handle time is 12 minutes. I guess I needed to add that to my question. I am trying to get the most out of my team without having to hire. The work force management part is one that I am struggling with. I did use erlang c to come up with headcount for each hour but it does not tell me how to schedule 20 agents to get the most maximization.

hi guys. I would like to ask if you have a template where I can use to calculate the number of agents need in a call center using ERLANG formula? Need your help. ASAP. Thank you

Can you help me on how to use erlang c to come up with your headcount? been struggling in analyzing it myself. if you could send a template that will be a great help. Thanks a lot!