Call center mathematics - by Ger Koole
Every call center manager uses mathematics - often without knowing it. Mathematics is the basis of the famous Erlang C formula, of forecasting methods, and of workforce management tools. Knowing about the implications of the math (not the formulas!) can help get a better understanding of call centers, and therefore makes better managers. This web site is devoted to a book that explains the implications of the mathematics to the mathematical layman. It is practically oriented and contains many examples. The current version of the book is still online and can be downloaded for free.
Download "Call center mathematics"
"Call center mathematics" contains many examples of calculations. These calculations were done with the software tools listed below. The reader is invited to experiment with these tools.
Erlang C calculator.
Erlang X calculator (includes abandonments and a finite number of lines).
Calculator for profit center.
Calculator for call blending.
Calculator for multiple intervals.
Simulation tool for two skills (Example S1, Example S2, Example S3).
For more information on call centers, also on our scientific research, go to the OBP research group call center site.