What is Erlang Models?

Erlang model is used for measuring the load on service providing equipment, such as telephone circuits or switches. This traffic engineering technique helps in determining the number of installations required in various telecommunication scenarios. One Erlang is equivalent to one call (including call attempts and holding time) in a specific channel for 3600 seconds in an hour. An Erlang symbolizes the continuous use of one voice path. Erlang represents the average number of concurrent calls carried by circuits. Outsourced call center companies make use of Erlang calculator to help in call center planning.

Erlang' calculators are used throughout the world to carry out a variety of statistical calculations associated with telecommunication systems and call centers. This method allows you to figure out how many agents are working and how much resources are actually required. This is calculated on Excel Spreadsheet.

Erlang is based on methods for simulating call center scenarios and predicting the customer and agent experience. The tool generates a huge number of permutation and combination giving a call center manager options to optimize business operations and cut down the operational expenses. It should also report the metrics that cover several aspects of a call center operation, such as customer satisfaction, agent utilization and costs. Such a solution is a comprehensive decision-making tool for a call center manager, and will be more accurate than a plug and play tool or a simple in-house scheduler.

An insight into Call Center Outsourcing

Global enterprises strive to attain service excellence so that they can stay ahead in a competitive environment.

Download Now >

Blogs

Micro Coaching: The Growing Trend!

Gartner “Effective coaching is the #1 driver of Contact Center Representative Performance!” A micro-coaching call center is a service where a supervisor coaches her/his agent....

All you need to know about Global Call Center Outsourcing

<p>Talks on global call center outsourcing are rife and currently, the focus is on knowing its status, future predictions, and growth prospects. Amid talks on the effects of global &....