How To Optimize The Call Center

How many people do you need in the call center at any given time? In this article, I’ll explain an improved way to calculate the answer.

Figure 1: Calls Per Hour and Customer Satisfaction

To start, refer to Figure 1. The left side of the diagram illustrates Calls Per Hour (CPH). The peak of the CPH section shows CPH1, which is the maximum number of calls per hour a given employee might be able to process. For any given business, this number will vary. If the…