Hi fellow intercom users!
I'm trying to find out how big our customer support should be for our growing business. It would be much appreciated if you could answer these questions:
Thanks!
Uno from Steven
Best answer by Roy
Hello @uno 👋
I will suggest a better way, to calculate how many support agents your business needs there is a formula called "Erlang Formula".
Which is so helpful to calculate agent number based on how many chats or calls you have.
There are also some online calculators based on following formula:
https://wfmanagement.blogspot.com/2020/06/how-to-plan-for-web-chat-in-call-center.html/p>
https://www.callcentrehelper.com/an-introduction-to-erlang-calculations-79806.htm/p>
https://www.callcentrehelper.com/forecast-plan-live-chat-147549.htm/p>
I hope this will be helpful.
Let me know if you have some more question about calculating employee count based on Incoming chats/calls
+5Hello @uno 👋
I will suggest a better way, to calculate how many support agents your business needs there is a formula called "Erlang Formula".
Which is so helpful to calculate agent number based on how many chats or calls you have.
There are also some online calculators based on following formula:
https://wfmanagement.blogspot.com/2020/06/how-to-plan-for-web-chat-in-call-center.html/p>
https://www.callcentrehelper.com/an-introduction-to-erlang-calculations-79806.htm/p>
https://www.callcentrehelper.com/forecast-plan-live-chat-147549.htm/p>
I hope this will be helpful.
Let me know if you have some more question about calculating employee count based on Incoming chats/calls
+5@uno , @brent w Anytime, always happy to provide help 🙏
BTW - It will be so nice to see in Intercom reports, how many support agents you should add during peak hours based on Erlang Formula. @Product Wishlist
Have a lovely day 🙏
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