Erlang Calculator
An Erlang Calculator is a tool used in call centers to figure out how many staff members are needed at different times. It's named after a mathematician who created formulas for telephone systems. Think of it like a special calculator that helps managers predict how many people they need to handle incoming calls without making customers wait too long. It takes into account things like how many calls usually come in, how long calls typically last, and how many calls need to be answered quickly. It's a crucial planning tool in customer service and call center operations.
Examples in Resumes
Used Erlang Calculator to optimize staffing levels across multiple call center shifts
Reduced operation costs by 15% through accurate workforce planning using Erlang Calculator and Erlang C Calculator
Managed a team of 50 agents with schedules planned using Erlang Calculator analysis
Typical job title: "Workforce Managers"
Also try searching for:
Where to Find Workforce Managers
Professional Networks
Example Interview Questions
Senior Level Questions
Q: How would you use an Erlang Calculator to optimize staffing costs while maintaining service levels?
Expected Answer: Should demonstrate understanding of balancing service levels with costs, explaining how to use the calculator to find the sweet spot between overstaffing and understaffing, and mention considerations like peak hours and seasonal variations.
Q: How do you handle unexpected spikes in call volume when your staffing was based on Erlang calculations?
Expected Answer: Should discuss flexible staffing strategies, cross-training, having on-call staff, and how to adjust real-time operations when actual volumes differ from forecasts.
Mid Level Questions
Q: What factors do you consider when using an Erlang Calculator for staff planning?
Expected Answer: Should mention call volume, average handling time, target service level, acceptable wait time, shrinkage factors like breaks and training, and how these affect staffing requirements.
Q: How do you explain Erlang Calculator results to upper management?
Expected Answer: Should demonstrate ability to translate technical staffing calculations into business terms, explaining cost implications and service level impacts in clear language.
Junior Level Questions
Q: What is the basic purpose of an Erlang Calculator?
Expected Answer: Should explain that it's a tool for determining how many agents are needed to handle expected call volume while meeting service level targets.
Q: What basic information do you need to use an Erlang Calculator?
Expected Answer: Should list basic inputs like number of expected calls, average call duration, and desired service level.
Experience Level Indicators
Junior (0-2 years)
- Basic use of Erlang Calculator
- Understanding of call center metrics
- Basic schedule creation
- Reading and interpreting call volume reports
Mid (2-5 years)
- Advanced workforce forecasting
- Multiple shift pattern management
- Service level optimization
- Staff requirement calculations
Senior (5+ years)
- Strategic workforce planning
- Multi-site resource optimization
- Budget management
- Performance improvement strategies
Red Flags to Watch For
- No understanding of basic call center metrics
- Cannot explain relationship between staff levels and service quality
- Lack of experience with workforce management tools
- No knowledge of how to interpret call volume patterns
