Call Center Phone traffic:
There are two ways to manage phone traffic in a call center environment. The first is based on LOSS. This plan is based on unsuccessful attempts to get into a call center by the customer. This is based on a different ERLANG model but the result is to plan for a certain number of customer that could be expected to get a ‘busy signal. .
The most popular traffic management modeling is based on a delay or queue system. Here’s unsuccessful calls are placed on HOLD or in a queue while waiting for resources to become available. When customers call into a call center and all agents are busy, they’re placed into a queue waiting for someone to become available to answer their call. This is usually fine as long as a customer isn’t paying for the call. Many times however, companies have moved away from support call centers toll free numbers to requiring customers to pay long distance charges for the privilege of gaining support for a poor performing product.
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