If the road to hell is paved by good intentions, then the queue must be infinitely long! Can you think of any realistic scenario in which a queue is infinitely long? Because I can’t.
In your contact center, do people ever just hang up? Of course they do!
If you are like me, then you realize that queues are not infinitely long and that callers can and will abandon the queue when they grow tired of waiting for a representative.
So why are the problematic mathematical assumptions of the outdated Erlang C formula built into your call center’s workforce management software?
Optimize Your Call Center With Pipkins
Meet Merlang, Erlang’s sexy younger brother. Merlang improves upon Erlang C algorithms by eliminating those questionable assumptions mentioned above.
Once eliminated, Pipkins’ workforce management software allows for the much more accurate prediction of abandoned calls and busy signals.
This is done through the creation of optimal distribution of agents within skill groups.
A Modern Formula For Modern Call Centers
Utilizing the modern Merlang formula offers plenty of advantages you can’t find in staffing software that employs Erlang C.
Some of these include:
- Correct modeling of queue sizes
- Correct modeling of abandon rates
- Calls handled can become a service-level type
- Indirect occupied time, such as unscheduled acts bathroom breaks or supervisor interruptions, can be accounted for,
- Accurate predictions for the number of abandons and busy signals
- Algorithms that are sexy, sophisticated, and aged to perfection
Some of the logic and math behind the inner workings of Merlang are above my pay grade, but the customer care team at Pipkins would be more than happy to explain how this formula can improve call center efficiency!
Want to learn more about the many ways Merlang can improve your contact center? Give us a call and we’ll make the introduction!