Trunks for a call centre

[perchanski]

Hi All

I know that each call centre is Unique in the way it receives call, but is their a basic calculation to show how many lines we should have for a call centre , whos average call time is 5 mins per call.
IE if i have 100 Agents how many trunks should feed them, incoming calls at present is a grey area and not sure what to expect

Ta

 

[dufus2506]

There are web pages you can use to calculate the number of trunks you'll need.

Here's a good one.

http://www.erlang.com/calculator/call/

It's important to remember that your service level is going to make a big difference in the number of trunks you'll need. If callers wait 10 minutes on hold, you'll need far more trunks than if your callers wait only 20 seconds.

Carpe dialem! (Seize the line!)

 

[perchanski]

Thanks Dufus, this is excellent for me