Call Center Call Center Workforce Management Principles Questions and Answers 2

Question 1

What is the primary purpose of an Erlang C formula in call center workforce management?

Accepted Answer

To predict the number of agents needed to handle call volume at a target service level

Answer

Erlang C is a mathematical formula used to calculate the number of agents required to meet a desired service level based on call volume, handle time, and acceptable wait times.

Question 2

Which metric measures the percentage of calls answered within a specified time threshold?

Accepted Answer

Service level

Answer

Service level measures the percentage of calls answered within a defined time threshold, such as 80% of calls answered within 20 seconds.

Question 3

What does schedule adherence specifically track in workforce management?

Accepted Answer

Whether agents log in and out at their scheduled times and follow their assigned activities

Answer

Schedule adherence measures how closely agents follow their assigned schedules, including start times, break times, and designated activities.

Question 4

In workforce management, what is a common consequence of understaffing during peak call periods?

Accepted Answer

Increased call abandonment rates and longer wait times

Answer

Understaffing during peak periods leads to longer queues, higher abandonment rates, and degraded customer experience as callers wait too long.

Question 5

What is shrinkage in the context of call center workforce planning?

Accepted Answer

The percentage of paid time agents are unavailable to handle contacts due to breaks, training, meetings, and absences

Answer

Shrinkage accounts for all the time agents are paid but not available to handle contacts, including breaks, training, meetings, sick time, and other non-productive activities.

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Call Center Call Center Workforce Management Principles Questions and Answers 2