Call Center Tools

How many agents do I need?

Calculating the number of agents needed is a frequent activity which requires periodic evaluations of the changing conditions of a call center. Evaluations can be done every hour one day and should consider factors such as marketing campaigns and daily peak calls.

How many telephone lines do we need?

While the number of agents required can (and should) be dynamic, changing from a given time to another, the number of phone lines required for the call center is fixed and should be calculated based on the estimation for the maximum level of traffic.

Our evaluations take account of every element of the operation. The main objective is to make sure that your contact center technology is doing its job helping you meet your business commitments to customers.

If you need assistance for calculating the number of agents for your call center, please provide us with your data and we will help you calculate this number. To estimate the number of agents required at an specific time you have to provide at least the following information:

• Number of calls received in one hour
• Average call duration
• Maximum average wait time that customers might experience in a call