Outbound Call Questions

[BevD]

I am leading a Six Sigma team to evaluate/optimize call center staffing models for primarily outbound calls (with occassional inbound). I have the historical data for 3 call categories, both completed and attempted; however, within each category there are varying call types with different call lengths, etc. I could even break the data down further to assign a stratification level which also drives call lengths.

My question, when building a staffing model, how granular should I be in the calculations? Or, is the best method to normalize the data by call type and strat levels? I have looked at the Erlang model, but it does not seem to have the capability to capture the variables that we have.


Thank you for any help -- Call Center Operations is a new area for me and I am learning as I facilitate the team !!!

Bev

[sthan]

Are you using an outbound dialer or some other technology for automating the outbound call? Erlang would be little value in the outbound mode.