Call Center Workforce Management Principles Questions and Answers

Question 1

A Workforce Management analyst is using the Erlang C formula. Which of the following is the primary output calculated by this model?

Accepted Answer

The precise number of agents required to meet a service level goal

Answer

The Erlang C formula is a foundational mathematical equation in call center workforce management used to determine the number of agents needed to handle a specific volume of calls within a certain period to achieve a desired service level. [19, 20] It models the relationship between call volume, average handle time, number of agents, and the probability of a call having to wait in a queue. [4, 5]

Question 2

A call center manager needs to schedule 100 agents to be available to handle calls. The center has a calculated shrinkage of 30%. Approximately how many agents must the manager actually employ to meet the requirement?

Accepted Answer

143

Answer

Shrinkage is the percentage of paid time that agents are not available to handle calls, due to breaks, training, illness, etc. [13, 14] To find the total number of staff required, you divide the number of agents needed by the percentage of time they are productive (1 - shrinkage). In this case: 100 / (1 - 0.30) = 100 / 0.70 ≈ 142.86, which rounds up to 143 agents.

Question 3

The 'Power of One' is a critical workforce management principle that explains how:

Accepted Answer

The addition or subtraction of a single agent has a disproportionately large impact on service level and wait times.

Answer

The 'Power of One' principle demonstrates that the relationship between staffing and service level is not linear but exponential. [2] Especially in a busy queue, the presence or absence of just one agent can dramatically change key metrics like service level and average speed of answer. [3, 9] It highlights the importance of schedule adherence for every individual. [16]

Question 4

A WFM team is developing a forecast for incoming call volume based on historical data from the past two years. They are looking for a method that identifies patterns, trends, and seasonality. Which of the following is a common forecasting method used for this purpose?

Accepted Answer

Time-Series Analysis

Answer

Time-series analysis is a statistical method that analyzes a sequence of data points collected over time. In call centers, it's used to identify historical patterns like trends and seasonality in call volumes to predict future demand. [6, 7] Common techniques within time-series analysis include moving averages and exponential smoothing. [1, 8]

Question 5

During the afternoon, a real-time analyst notices that the call volume is 25% higher than forecasted, and the service level has dropped to 60% against a target of 80/20. Which of the following is the MOST appropriate immediate action for an intraday manager to take?

Accepted Answer

Request overtime from off-duty agents or deploy all-hands-on-deck protocols.

Answer

Intraday management focuses on making real-time adjustments to a contact center's operations to maintain service levels when conditions deviate from the forecast. [32] When facing a significant, unexpected spike in volume, the immediate priority is to increase the number of available agents. [33] This can be done by offering overtime, re-deploying staff from other tasks, or adjusting breaks. [33, 34]

Call Center Practice Test

Call Center Practice Test

Call Center Workforce Management Principles Questions and Answers