Call Center Staffing Optimizer

The calculator uses a simplified Erlang C model, the industry standard for call center workforce planning. It takes your peak hour call volume, average handle time, target service level, and target answer time to compute the minimum number of agents needed to meet your service goals. The Erlang C formula accounts for the probability of calls waiting in queue and ensures sufficient capacity for random call arrival patterns.

The industry standard is 80/30, meaning 80% of calls answered within 30 seconds. However, the right target depends on your business. Premium support lines may target 90/20, while back-office or non-urgent lines might use 70/60. Higher service levels require more agents and cost more, so balance quality against budget.

AI voice assistants can handle routine calls such as appointment scheduling, order status inquiries, FAQs, and basic account changes without human intervention. By automating 40-60% of these routine calls, your peak-hour call volume drops significantly, which reduces the number of agents needed. The calculator shows this impact when you adjust the AI automation rate slider.

This calculator provides a starting point based on call volume and handle time. Real-world staffing must also account for agent shrinkage (breaks, training, meetings -- typically 25-35%), absenteeism (5-10%), attrition and hiring lead times, multi-skill routing, and intraday volume variations. We recommend using this tool alongside your workforce management platform for precision scheduling.

Yes. Request a demo and our team will analyze your actual call data, including arrival patterns, handle time distributions, and abandonment rates, to build a precise staffing model. We can also model the impact of deploying Edesy AI Voice Assistants on your specific call mix and provide a detailed cost-benefit analysis.