Starting a Call Center

[reilly]

I've been in the call center business for years however I've never had the pleasure of starting a call center on my own. My company will be building a hosted application and I need a forumla to figure out how many reps to start with --- any suggestions?

[mikael]

Reilly,

You could probably get a pretty good idea from your user testing program. As you do the tests, record what questions get asked by the testers and how long it typically takes to answer them. Also note when/where they occur in the process, to determine the likely frequency counts.