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How patient are your customers? Erlang A may have the answer - Calabrio - ContactCenterWorld.com Blog

How patient are your customers? Erlang A may have the answer

Erlang C has been a WFM firm favorite for decades. Now there is an alternative. Rebecca Philp at Telelopti explains the differences and five advantages of Erlang A.

For many years, contact centers have used the Erlang staffing calculator to forecast how many agents they require to meet agreed service levels. Calculations are based on two mathematical formulae: Erlang C and Erlang A. Paradoxically, Erlang C came first, invented by Danish mathematician A K Erlang in 1917 followed by Erlang A which was devised by Swedish statistician Conny Palm in 1946.

Erlang C is predominantly used for queuing calculations based on call volumes and the number of agents necessary to achieve certain service levels. However, Erlang C assumes that people have infinite patience and while waiting times might appear to decrease, the queues grow infinitely. Erlang A, on the other hand, better reflects the psychological realities of customer patience. It recognizes that every customer has a finite patience span before they become frustrated and simply hang-up. By estimating average patience time or average time to abandon (ATA) to calculate average waiting probability, contact centers have a better chance of creating accurate forecasts and schedules that are relevant in today’s multi-channel world.

Of course, all contact centers really want is better forecasting accuracy – at least that’s what Teleopti’s customers tell us and whether they apply Erlang C or Erlang A principles, is a matter of choice and largely depends on the individual merits of their own contact center.

For the purposes of this exercise we throw the spotlight on the advantages of Erlang A and how they relate to automated Workforce Management (WFM) solutions.

5 Benefits of Erlang A to Workforce Management
1. Accurate forecasts

Consider the latest WFM solutions as vast vessels of knowledge that capture those all-important average abandon rates now and in the past. Understanding historical data to predict the future helps contact center leaders build proactive rather than reactive schedules.

2. Small changes make a difference

Most contact centers know the total number of calls they receive, the number answered and the number abandoned. Simply key this information into a WFM system using Erlang A to do all the work of calculating average patience times to give accurate schedules for staffing levels. The changes might only be small but can make all the difference between irate customers, abandoned contacts and a smooth customer experience.

3. Do more with less

By taking average patience times into account and then using Erlang A to calculate the number of employees required to meet demand, and maintain service levels, typically fewer resources are needed. This can reduce the temptation to overstaff and therefore reduce costs too.

4. Boost productivity

With better forecasting, more efficient schedules and reduced costs, boost productivity by maximizing idle time. Use WFM technology to schedule offline activities such as administration, training and weekly huddles. Allowing employees to give their full attention to customers during busy periods.

5. Drive intelligence with data

With rising customer expectations of what good service means, abandonment rates are an extremely important indication of how well service levels are achieved. The problem is that most contact centers didn’t have the technology to view them easily or analyze them properly – until now. Fortunately, modern WFM systems promote intelligent resourcing. By tapping into real-time data, contact center managers have the power to predict how many agents they need regardless of channel with a little help from either Erlang C or Erlang A.

At Teleopti, the laws of mathematics are essential to continual improvement and form an intrinsic part of our product development program. We apply both Erlang A and Erlang C principles to enhance and develop a comprehensive range of new technologies that drive efficiencies and performance in today’s contact centers. You simply choose the option that suits your set up best to give you the most benefit.

Speaking of driving efficiency - try out our Teleopti WFM Calculator and find out how you can benefit from investing in a WFM solution

Source: https://www.teleopti.com/blog/how-patient-are-your-customers-erlang-a-may-have-the-answer/

Publish Date: March 25, 2019 5:00 AM


2020 Buyers Guide Telecoms

 
1.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

2.) 
Cloudonix

Cloudonix
Cloudonix provides businesses with software development tools (APIs/SDKs) enabling contextual communications, using existing communications tools and workflows.
Connect your website or mobile APP directly to your call or contact center, keeping the context of who the caller is, why they are calling, and how they got to you as part of the call.

3.) 
Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.
PH: +1 (346) 444-3555

4.) 
Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.
PH: (980) 288-4800

5.) 
Megacall

VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions
PH: +34 952 667 511

6.) 
NetSapiens

SNAPsolution
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)
PH: 7608463385

7.) 
Nuxiba Technologies

CenterWare
Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!

8.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.
PH: 213-943-2023
 



View more from Calabrio

Recent Blog Posts:
Data is everything in the new era of customer serviceMay 20, 2019 5:00 AM
Real-Time Adherence – the art of smarter schedulingMay 8, 2019 5:00 AM
Evolving employee engagement with Workforce Management (WFM)April 30, 2019 5:00 AM
Guest Blog: There’s a brighter future for contact centre agentsApril 12, 2019 5:00 AM
Centralized or de-centralized WFM: 5 ways to strike the perfect balanceApril 8, 2019 5:00 AM
How patient are your customers? Erlang A may have the answerMarch 25, 2019 5:00 AM
Evaluating if the integration between your WFM & CX platform will be a big “Yes”February 25, 2019 5:00 AM
The whole organization is a customer service center – not everyone knows it yet!February 4, 2019 5:00 AM
Resistance to change – the arch nemesis of customer experienceJanuary 22, 2019 5:00 AM
5 steps to supercharge your customer service with contextual intelligenceJanuary 7, 2019 5:00 AM

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