Call center optimization — Step by step

Abstract

The paper deals with the contact center modeling with emphasis on the optimal number of agents. The contact center belongs to the queueing systems and its mathematical model can be described by various important parameters. The Erlang C formula tends to be suitable tool for the modeling of QoS parameters of contact centers. In our paper, we propose two parameters: downtime and administrative task duration. These parameters are useful for better determination of the optimal number of contact center agents. Based on these parameters we propose a mathematical model for contact centers and a six step estimation model to compute the optimal number of contact center agents.