Calculate the Right Number of Agents for Your Contact Center
Our Call Center Staffing Calculator helps you determine the ideal number of agents required to meet your service level goals.
By analyzing key inputs such as call volume, handle time, and target service level, it shows you exactly how staffing changes
affect occupancy, speed of answer, and customer experience.
Realize the Insite Difference
Enter your values
Results
The number of agents you need is
0
Use the table to view service level sensitivity above and below your ideal staffing level.
| Agents | Service level | Occupancy | Avg. speed of answer | Answered immediately |
|---|
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Frequently Asked Questions
If these don’t give you the answer you’re looking for, please reach out to us.
Why is it important to use a specialized staffing calculator for our Contact Center?
Relying on simple estimates can lead to costly errors, such as overstaffing (wasting budget) or understaffing (damaging customer experience). Our specialized calculator uses the rigorous Erlang C model to accurately forecast agent needs, ensuring you achieve a high service level with the most efficient number of agents possible.
What strategic goals can this calculator help me achieve?
This tool helps you balance the two core competing goals in any Contact Center. Cost Efficiency: By determining the optimal agent count to avoid unnecessary payroll. Customer Satisfaction (CSAT) / Service Level: By showing you exactly what staffing level is required to meet your target speed of service and reduce customer wait times.
How does this tool help me understand the impact of agent occupancy?
Agent occupancy is a critical metric. High occupancy can lead to agent burnout, while low occupancy means wasted payroll. This calculator enables you to visualize the direct impact of adding or removing agents on occupancy, allowing you to identify the optimal balance that is both efficient for your budget and sustainable for your team.
What are the key inputs I need to effectively use this tool?
To obtain the most accurate and valuable results, you should be familiar with your Average Call Volume (the number of interactions within a given period) and your Average Handle Time (AHT). These two inputs define your workload, and the calculator transforms them into your precise staffing requirement.
Can I use this calculator to plan for future growth or seasonal peaks?
Absolutely. This tool is perfect for workforce planning and forecasting. By adjusting the Call Volume input to reflect expected growth or seasonal spikes (like holidays or promotions), you can accurately project your future agent requirements and confidently plan your hiring or scheduling needs months in advance.
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