Staffing Model

Staffing Model

Find Call Center Virtual Agent

Free Online Call Center Training

Home Call Center Employment Work

Innovative Call Center Consulting

Manager Of Sales Call Center

Online Call Center Job

Outbound Call Center Agent

Part Time Jobs At Call Center

Virtual Call Center Customer Service

Work At Home Virtual Call Center

Work Related Cartoons

Staffing Model

Call center managers have their work cut out for them when it comes to determining the optimal number of agents to schedule.  Call arrival patterns are usually random and easily affected by factors such as new promotions and product changes.  In addition, overstaffing is usually not an option, as having too many idle reps can be just as detrimental to the cost of a call center operation as not having enough reps, at least from a business standpoint.

Call center professionals who have been able to decipher the secrets of staffing models benefit from such mathematical algorithms by shortening the average speed to answer (ASA), lowering the number of abandoned calls, and optimizing the use of scheduled employees.

In general, staffing models look at variables such as call arrival rate, staff occupancy, size of the workforce, and the amount of work to be apportioned across the scheduled staff, to name a few.  However, not all call center managers use such sophisticated systems to determine the number of reps to staff on a particular day of week.  There are factors such as "gut feeling" and experience that no staffing model can truly incorporate into an equation.  Many competent call center managers may use nothing more than a Microsoft excel spreadsheet an a few formulas to figure out the best way to staff their workforce

Make a donation to help keep the site running -- Thank you

Call center  Books Choose from a variety of industry related books to help you keep up with  call center trends.

More Cartoons - Visit our various cartoon categories.

Search Jobs & Resumes Find the job you want in the field that interests you.

NOTE - You may use the cartoons on this site free of charge as long as they are for personal use.  Free cartoons may not be reproduced or distributed in any way. 

REFERENCE: CARTOON # 16

Home

GO TO CARTOON CATEGORIES

10 Copyright Myths Explained   

U.S. Government Copyright Office Website

Email the Artist

Personal use of call center cartoons is free