- Inbound business
- The major costs in an inbound call center are labor and phone expenses
Brad Cleveland if you commit to a service level that is too aggressive, you need a grundle of people sitting idle to hit those service levels and that kills your labor costs. If we could take more calls with the same number of people, then that just adds to the bottom line. Cleveland broke down the math and explained such things as Erlang C and how to calculate staffing needs at a half-hour basis based upon call volume and length of call (talk time).