ACXPA Download Categories
Select your category below to view all the available downloads along with a description of each item.
Call Centre Ranking Reports
Downloads only: Industry Sectors (Monthly) | Industry Sectors (Quarterly)
View Reports and optional downloads: Banks | Car Insurance | Councils | Energy Retailers | Internet Retailers | TAFEs/Education
Erlang Call Centre Calculator
Our Erlang Calculator is actually five calculators in one that provide you with a range of different options, including:
- Model different scenarios (what impact would it have on staffing if we dropped our Service Levels from 80/30 to 80/60 or what if we could reduce our Average Handling Time by 10 seconds, what impact would that have on employee numbers?).
- Incorporate metrics like Occupancy and Shrinkage so you can see the impact on Service Levels or Employee numbers as those metrics move.
- Model intraday intervals – overlay your rostered staff numbers against workload and see the changing service levels. Perfect to model different break times, etc, to balance out your service levels.
- The basic version will enable you to do basic modelling – upgrade to the PRO version to unlock all features!
We’ve included easy instructions, so even if you are not a workforce planning professional, you’ll be able to use the tool!
This resource is only available for ACXPA Members. To download all our content, you must be a Subscriber or Member. Learn more >
| Filename | Erlang-Calculator-v7.0-Free.xlsm |
| Filesize | 369.27 KB |
| Version | 7.0 |
| Date added | September 21, 2022 |
| Category | Contact Centre Management |
