Erlang C model for evaluate incoming call uncertainty in automotive call centers

Abstract

Inbound telephone Call Centers are valuable channels between customers and our company, which also challenging to manage because there is uncertainty in estimates of incoming call. Thus, determining the optimal amount of Call Center workforces is necessary. This research proposed the Erlang C model is a traffic modeling formula used in automotive Call Center scheduling to calculate delays or predict waiting times for callers, Erlang C can also calculate the resources that will be needed to keep wait times within the Call Center's target limits. This method assumes that we explicitly recognize the uncertainty in period by period incoming call based on service level agreement standard rate which no less than 80%. Finally, there are no lost calls or busy signals which can estimate the workforce scheduling that is required by Erlang C model. The result showed that suitable agents in the peak hour of weekday should have 5 agents which reduce from 7 agents at that period.