If you’re looking for a free and easy-to-use Erlang calculator for your call or contact center, look no further! These top online tools are designed to help you calculate your call center staffing needs quickly and easily. The best part? They’re 100% free to use!
What is an ERlang C calculator?
The Erlang Calculator is a tool for call center managers and other professionals who need to calculate call volume and staffing requirements. The calculator uses the Erlang C formula, which was developed by Danish mathematician Agner Krarup erlang in the early 20th century.
What is the Erlang calculator used for?
The ERlang calculator formula takes into account the number of calls, the average call duration, and the average time between calls. It also takes into account the number of agents available to handle calls.
The Erlang Calculator can be used to calculate the number of agents needed to handle a given call volume or to calculate the call volume that can be handled by a given number of agents. The calculator can also be used to determine the optimal number of agents for a call center, taking into account factors such as average call duration and number of calls per hour.
How accurate is the Erlang calculator?
The Erlang calculator is a tool that is commonly used in the call center industry to help predict call volume and staffing needs. But how accurate is this tool?
The answer depends on several factors, including the type of call center and the call volume data that is input into the calculator. In general, the Erlang calculator is most accurate when call volume is relatively stable, and there are few variables that can impact call volume.
However, the Erlang calculator may not be as accurate in a call center with a high degree of variability. In addition, the accuracy of the Erlang calculator also depends on the quality of the call volume data that is input into the tool. If this data is inaccurate, then the predictions made by the calculator will also be inaccurate.
Typical Erlang calculator inputs
- Number of incoming phone calls
- Specific time period (ex. per 60 minutes)
- Average Handling Time (AHT)
- Target service Level (% of calls answered within a specific period of time. For ex. 80% of calls in 20 seconds)
- Some Erlang calculators also include a shrinkage input (read more about that below!)
What is the Average Handling Time (AHT)?
The average handle time is a call center metric that measures the total amount of time spent on a call, from start to finish. This includes the time spent on hold, as well as the time spent actually speaking with the customer. The average handle time can be a useful metric for call center managers, as it can help to identify inefficiencies in the call center operation.
For example, if the average handle time is consistently high, it may be an indication that callers are spending too much time on hold. Alternatively, if the average handle time is too low, it may be an indication that callers are not being given enough time to explain their issues. As such, the average handle time can be a valuable tool for call center managers looking to improve the customer experience.
Service level target
One of your primary responsibilities is to ensure that your team meets its service level target. This target is the number of calls that must be answered within a certain period of time, usually measured in seconds.
Meeting this target is essential for providing good customer service, as it ensures that callers are not kept on hold for long periods of time.
There are a number of ways to improve your team’s performance in meeting the service level target. One is to provide adequate staffing levels so that there are always enough agents available to answer calls.
Another is to provide training and support so that agents are able to handle call volume effectively. By taking these steps, you can help to ensure that your team meets its service level target and provides good customer service.
What is “shrinkage” in the ERland calculator?
You may have heard of the “Shrinkage” calculation in the Erlang Calculator. This number represents the amount of time that call center agents are not available to take calls due to meetings, lunch breaks, holidays, sick days, and other activities.
To calculate Shrinkage, simply enter the percentage of time that agents are away from their desks (5% for example) and hit “calculate.” The Erlang Calculator will do the rest!
This number is important because it allows call center managers to staff their call center accordingly. If you have a high Shrinkage rate, you will need to staff your call center with more agents in order to meet customer service targets.
Excel Erlang calculators vs. online Erlang calculators
Excel-based Erlang calculators are particularly useful because they allow call center managers to input data directly into a spreadsheet, making it easy to compare different scenarios and find the most efficient way to staff their call center. Call center calculators use a complex mathematical equation that often requires the use of Excel-based worksheets with macros, add-ins, or automated input sequences.
In addition, Excel-based Erlang calculators can be easily customized to fit the specific needs of any call center. As a result, they are essential for any call center manager who wants to optimize call center operations.
On the contrary, online Erlang calculators are not as customizable as Excel-based calculators. They also require that you input data in a specific format, which can be difficult if your call center has unique requirements.
The advantage of online Erlang calculators, however, is that they are easy to use and require no installation or download. As a result, they are ideal for call centers that need a quick and easy way to calculate their staffing requirements.
Top 5 Free Erlang Calculators
Here’s a list of the top five free Erlang calculators:
1) Call Center Helper Erlang Calculator
This calculator comes with a week and Month Planner and Upload Facility. They offer an online version with advanced options as well as a free Excel version for download. The site also offers statistics from all Erlang calculations with instructions on how to use the Erlang calculators and interpret the results.
2) Call Center Helper Multichannel Erlang Calculator
Customers frequently contact call centers through multiple channels such as web chat, email, and phone. To best serve these customers, call centers need a multichannel Erlang calculator that can help them determine the optimal staffing levels for each channel.
3) Erlang Calculator – Injixo
An online Erlang calculator is designed to assist contact centers in estimating call volumes and creating staffing plans that match the availability of agents with client demand. This resource comes with a comprehensive call center glossary that defines the most important terms and concepts.
4) AgentsRepublic Erland Calculator
This interactive contact center staffing calculator is easy to use and can help managers quickly determine the number of agents they need to meet their service level targets.
5) Remittr Erlang Calculator
The Erlang calculator can be used to determine how many agents or operators you need to answer calls at your inbound call center or help desk. The calculator has a basic user interface and a simple glossary of call center terms.
Choosing a call center staffing calculator for your needs
Call center staffing calculators use call center data to generate staff schedules that are optimized for efficiency and cost-effectiveness. While there are many different call center staffing calculators available, how do you know which one is right for your call center?
Here are a few things to consider when choosing a free or paid call center staffing calculator:
Ease of use: The best call center staffing calculators are easy to use and require minimal input from users. Look for a calculator that is designed for call centers and comes with a user-friendly interface.
Customizable: Tp[ call center staffing calculators are customizable and can be tailored to meet the specific needs of your call center.
Features: Effective call center staffing calculators offer a variety of features, including the ability to calculate Erlang B, C, and D values as well as the ability to generate staff schedules.
Support: When choosing a call center staffing calculator, be sure to consider the level of support that is available. Good calculators come with comprehensive instructions and support from the developers.
Cost: Erlang calculators can range in price from free to several hundred dollars. Choose the calculator that offers the features and support you need at a price that you can afford.
Final thoughts
Call centers are constantly looking for ways to optimize their operations and make their workflows more efficient. One way to do this is by using an ERlang calculator. This tool can help you determine the right number of staff needed for your call center, as well as how many agents are required to handle incoming calls.
Use the information in this article to help you choose the right call center staffing calculator for your needs. To narrow down your search, compare the results of each calculator and determine which one is ideal for you.
