Call Center Staffing Calculator
Operating Hours
Select your operating hours pattern. This will affect how staffing is calculated across different hours of the day and impact your total FTE requirements.
Standard Business
8h/day, 5 days
Extended Coverage
12h/day, 7 days
24/7 Operations
24h/day, 7 days
Calculator Type
Erlang C
Erlang B
Erlang A
Linear
Incoming Contacts
How many contacts do you expect to receive? For example, a medium-sized contact center might receive 400-500 contacts per 30 minutes
per 15 min
per 30 min
per hour
Average Handle Time (seconds)
How long does it take to handle a typical contact? This includes any after-call work. For voice calls, this is typically 3-5 minutes (180-300 seconds)
Concurrency
How many contacts can each agent handle at once? For voice calls, this is usually 1. For chat or email, agents can typically handle 2-4 at a time
Target Service Level
What percentage of contacts do you want to answer within your target time? Most contact centers aim for 80-90% to maintain good customer satisfaction
%
Target Answer Time (seconds)
How quickly do you want to answer contacts? Voice calls are usually answered within 20-30 seconds, while chat responses might take 30-120 seconds
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