Contact center · 2025
Sized, then scaled
A support team that staffed its contact center from the math, not a guess
One queue for voice, SMS, and chat — staffed with the Erlang C model before choosing a tier.
Client
Support organisation
Industry
Contact center
Year
2025
What we used
Contact center, Omnichannel queues, Live analytics
The challenge
At peak the team took 120 calls an hour with a four-minute handle time. They didn’t know whether they needed nine agents or fifteen, and the answer drove their whole monthly spend.
Our approach
Using the free Erlang C calculator, they found that 11 agents hit an 80% service level within 20 seconds. They routed voice, SMS, and chat into one skill-based queue and watched service levels live.
Outcomes
11
agents, sized from Erlang C
94%
service level vs. 80% target
0:14
longest wait at peak
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