Hi KK,
First of all thanks a lot for sharing your expertise. I am sure you can help me further on this, we are a domestic captive unit (Not a BPO) so time zone may be is out of question for calculations. In last few days I spoke to lot of people in our call centre from manager to agents and per se the call arriving pattern sounds very different. I think the best will be to get in touch over the email (My email :
mirfurkhan@gmail.com) so that I can share all other metrics / data and also a FTE requirement I calculated using free erlang c model calculators available on web. Looking forward for your response.
Regards,
Furkhan