Call Center FREE 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 desired service level

Answer

The Erlang C formula is a standard traffic engineering model used to calculate the number of agents required to meet a target service level based on predicted call volume and handle time.

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

How closely agents follow their assigned schedules for login, breaks, and logout times

Answer

Schedule adherence measures how well agents conform to their planned schedules, including start times, break times, and end times.

Question 4

In workforce management, what is shrinkage?

Accepted Answer

The percentage of paid time where agents are unavailable to handle contacts

Answer

Shrinkage accounts for the percentage of scheduled time lost to breaks, training, meetings, absenteeism, and other non-productive activities.

Question 5

What is the main risk of understaffing during a forecasted peak interval?

Accepted Answer

Service levels will drop and abandon rates will increase significantly

Answer

Understaffing during peak periods leads to longer wait times, which directly causes service level deterioration and higher call abandonment rates.

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Call Center FREE Call Center Workforce Management Principles Questions and Answers 2