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Old 10-24-2001, 10:58 PM
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Join Date: Oct 2001
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FTE calculators
Does anyone have a model, using erlang, that will allow you to input service level objectives & average handle time then output the requried FTE to meet those objectives?
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Alisha
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Old 10-25-2001, 12:44 AM
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Join Date: Sep 2001
Posts: 21
Hello,

We can recommend two sites that provide call center calculators:

Mitan: (for fee)
http://www.mitan.co.uk/

Anasapoint: (online)
http://www.ansapoint.com/calculator/call/


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CallCenterOps
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Old 10-25-2001, 11:14 AM
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Join Date: Oct 2001
Location: Orlando
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Here is a good Erlang add-in for Excel that is freeware:
http://www.erlang.co.uk

It has many functions, including the calculation of # of FTEs based on service level, talk time and call volume.
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