WFM Dynamics

Using the Erlang C Add-In


1. Calculate Agents Required Function: Agents

2. Calculate Service Levels Function: sla

3. Calculate Utilisation Function: Utilisation

4. Calculate possible Queue Size Function: Queuesize

5. Calculate Average Speed Answer Function: ASA

6. Call Capacity Function: callcapacity

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Learning how Excel works is simple, applying the methodologies to create a revolutionary system is where the fruits can be picked.

2. Get the message out early:
“You need staff engagement and to do that you need to get the message out there really early, rather than suddenly being faced with huge volumes of calls,”. “You don’t want them to feel overwhelmed when they are suddenly swamped with calls.

“If you can get them on side then they will see it as a challenge, as a battle to be won. If they know well in advance then they will more than likely think ‘this is happening, we need to deal with it’. If you do it right and fully communicate with them then what you see from staff is amazing. The performances people put in are phenomenal.

“If you get them on side very early on, it becomes an event with a real buzz. Yes, it’s hard work for a couple of days but it becomes something to talk about. It becomes something other than panic and being stretched to capacity.

Ways to improve the accuracy of your contact centre forecasts:

1. Plan for the weather

The weather seems to be one problem which regularly creates extra calls to front-line staff, with one call centre manager saying it has a huge impact on whether catalogues land on customers’ doormats as expected.