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Erlang in Call Center

Posted on May 7, 2015 | No Comments on Erlang in Call Center

Erlang is a measure in telephony of load capacity or carried load (telephone traffic) on a telephone circuits or switching equipment. This is named after Agner Krarup Erlang, a Danish mathematician and engineer, who invented the fields of traffic engineering and queueing theory. Erlang is commonly used in a call center company apparently because call centers involve the use of telephony or telecommunication devices for remote communications.

In a call center company, two types of Erlang is usually used, namely Erlang B and Erlang C. Also known as the Erlang loss formula, Erlang B is primarily used to determine the number of trunks required to handle a known calling load during a certain period to describe the probability of call losses, which translates to service failures or sales losses in a call center company. This assumes that some calls are unsuccessful because the line is busy. The call was not queued or retried, but vanishes because it was unable to connect. Erlang C on the other hand is used to measure waiting times of the number of callers and the average time it takes to handle a call, which apparently depends on the agents availability. It measures the probability that a caller will need to queue (or be in line among callers), which also contributes to the telephone traffic.

The Erlang formula is essentially used to determine the number of agents that are needed to staff a call centre, for a specified desired probability of queuing. This will help managers optimize their resources in such as way that they can properly schedule manning hours so that sufficient agents are available to answer calls when demand is high and only the right amount of agents are available when demand is low.

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