Calculate The Ideal Number of Call Center Agents
Proper Sizing Leads To Optimal Results and a Great Call Center Experience
Getting your Salesforce Call Center staffing level correct is a constant challenge. You don't want to have too many or too few. Too few and you will experience a massive dropped call rate. Too many and you will suffer major agent turn-over.
Sizing Your Call Center Is Part of Establishing Your SLA
One of the key exercises every one of our clients goes through is establishing a Service Level Agreement or SLA between Marketing and Sales. All it really means is making sure marketing commits to delivering a certain number of qualified leads to sales and that sales commits to working those leads in a certain amount of time. We've developed a calculator for establishing your SLA.
Sizing Your Call Center Is a Key Part of Meeting Your SLA Commitments
After helping set up and staff many Call Centers, using both Salesforce, Hubspot and SAP, we found the Call Center Staffing Formula to get the staffing right for profit optimization.
Call Center Service Level Formula
To ensure an optimal call center experience, it's essential to calculate the ideal number of call center agents. This is where the Call Center Service Level Formula comes in handy. By inputting key parameters, the formula will help determine the right staffing level for profit optimization. This is crucial because having too few agents will result in a high dropped call rate, while having too many will cause major agent turnover. Using our Call Center Staffing Calculator, sizing your call center to meet your SLA agreements with marketing is now science. By using our FREE Call Center Manpower Calculation, you can easily establish objective, numerical Call Center Agent Staffing commitments and ensure they are met. So, don't leave your call center staffing to chance. Use the Call Center Service Level Formula and let the computer do the rest.
Call Center Pricing Calculator
Knowing the ideal number of call center agents is crucial in ensuring an optimal call center experience. But did you know that this information can also be used to determine the price you must charge if you provide external call center services? By using the Salesforce Call Center Reps Required number as an input, you can easily calculate how many call center agents you need to make the required number of calls. Once you have this information, our Fully Loaded Cost calculator can help you make an accurate calculation. This is especially important as having too few or too many agents can result in a significant drop in call quality or a high agent turnover rate. With our Call Center Service Level Formula and Call Center Pricing Calculator, you can take the guesswork out of staffing and pricing your call center services.
Functions as a Call Rate Calculator
When it comes to establishing your Call Center SLA (Service Level Agreement), properly sizing your call center is a crucial step. However, determining the ideal staffing level can be a challenge. That's where the Call Center Service Level Formula comes in handy. By inputting key parameters, the formula will help determine the right staffing level for profit optimization and calculate the required call rate each agent must hit for you to meet your revenue goals. These inputs can be difficult to come up with, but if you have Hubspot Marketing Hub and Hubspot CRM, you will have these numbers readily at hand.
Run the Call Center Reps Required Calculator
Just input a few key parameters and let the computer do the rest. You'll need to know:
- Target Sales Revenue Per Month
- Revenue Per Customer
- Called Close Rate %
- Call Duration (Average)
- Call Prep Time
- Dialed Number Connect Rate %
From these simple inputs, we will provide you with:
- Number of Required Connects
- Amount of Expected Talk Minutes
- Required Dials Per Month
- Call Agents or Operators Required Per Month
- Screeners Needed Per Month (if you use screeners or scrubbers)
- Target Sales Per Day
- Customers Per Day
- Connects Per Day
- Talk Minutes Per Day
- Dials Per Day
- Call Agents/Operators Needed Per Day
- Screeners Needed Per Day
Experienced Based Call Center Calculator
This Call Center Calculator is based on years of experience helping size a call center and set up their technical infrastructure. With our team of Salesforce Consultants, who often hold numerous Salesforce Certifications, we know that it takes much more than just the Call Center software to make a Call Center a core part of your Company DNA. It starts with a competent agent, trained and experienced with your product or service. It helps to understand the difference between an internal Help Desk Solutions center, an external Customer Service Solutions focused Call Center and a Call Center that receives inbound Sales Inquiries. Each has slightly different Call Center SLA Staffing requirements.