How do I adjust the calculation for volume-influenced positions if incoming calls are simply routed to whoever is available to handle the call?
Some centers have a strict division of labor and incoming calls are only handled by designated agents. In most call centers, however, call responsibilities are widely shared and calls are routed to any available agent. Set up the staffing estimator based on the division of labor in your center. If the distinction from one position to another is frequently blurred, it makes sense to treat all call takers as a single position. It ultimately depends upon the dynamic of the center and if the information can be justified. For more details and examples, refer to the Staffing Workbook.
