Service Level costing

[Moderator]

Does anyone have the calculation to figure staffing requirements based on SERVICE LEVELS? For example, what is the differnce in staffing between 85% in 20 seconds vs. 90% in 20 seconds?

HELP!

Thanks eveyone,

dd

(Previously posted on the old Forum - Moderator)

[texritter1]

You'll need to run that through a statistical waiting line model. These can be very complicated, so I would suggest an automated one that uses the Erlang method.

[Ron Adkins]

There is a formula for this measurement. I took classes offered by Incoming Call Management Institute (ICCM) and as part of the coarse received very helpful software. This software enables me to quickly and very accurately do Erlang B & C calculations to determine staffing required to meet a specific service level objective. If you would like to hear more, or need assistance please email me asap.

Best Regards,
Ron Adkins

[texritter1]

Ron, what software are you using? The one I use is an excel macro I bought from Westbay Engineers that uses Erlang C

[FrankLea2k]

We use Maxima Advantage. Depending on the hours of operation it works well. If you have a short day however, it does not handle lunches well.

[RickB]

dd,

Beyond Erlang tables you will need both your AHT (talk, hold, after call work) and some specific shrinkage categories (time off phone for meetings, pre-phone work etc.). Obviously, there is not a single answer to your question on the difference in staff needs between the two SL's that you mention due to these variables.

rb

[Matt Schmitz]

There is an English company (URL http://www.mitan.co.uk./index.htm) that has some custom Erlang software that will do just what you need as far as figuring headcounts vs service levels. They have a scaled down copy that is free for the download.

Other than that, you can get into some really pricy stuff. I've used Max Advantage but I've never been happy with the results on teams with short hours. Plus it costs thousands, plus countless hours of training.

As far as the pricing goes, balance your loading based on the different headcount costs so that you end up with the same or better contribution margin. If you work it right, you might be able to give the client a price break and increase your own bottom line.

Matt