4 Call Center Staffing Model Examples

Have you ever wondered how to optimize your call center staffing for better customer service? The efficiency and effectiveness of your call center are significantly influenced by the staffing model you choose. According to recent studies, well-staffed call centers experience up to 30% higher customer satisfaction rates compared to poorly staffed ones. Proper staffing not only enhances customer service but also boosts agent productivity and morale. This blog will explore the importance of selecting the right call center staffing model, common models available, and strategies for determining the best fit for your needs.

Why Good Staffing Matters for Your Call Center

Financial Impact

Overstaffing and understaffing can have significant financial repercussions for your call center. Overstaffing leads to unnecessary payroll expenses, while understaffing can result in lost revenue due to missed calls and poor customer service. Finding the right balance is crucial for maintaining a healthy budget. Additionally, efficient staffing helps in optimizing resources, reducing overtime costs, and increasing overall profitability.

Customer Satisfaction

The correlation between staffing levels and customer satisfaction is undeniable. Adequately staffed call centers ensure shorter wait times and faster issue resolution, leading to happier customers. On the other hand, insufficient staffing can result in long hold times and frustrated callers, negatively impacting customer loyalty. Consistently meeting customer expectations is vital for maintaining a positive brand image.

Agent Well-being

Preventing agent burnout is another critical aspect of proper staffing. Overworked agents are more likely to experience stress and job dissatisfaction, leading to higher turnover rates. By ensuring adequate staffing levels, call centers can create a more supportive work environment. This approach not only enhances agent morale but also improves overall productivity and service quality.

The 4 Most Common Call Center Staffing Models

Introduction to Models

Choosing the right staffing model for your call center is crucial for ensuring efficiency, customer satisfaction, and agent well-being. Several staffing models exist, each with its unique benefits and challenges. Understanding these models can help you select the one that best aligns with your call center’s goals and requirements.

In-House Call Center Staffing

Description

An in-house call center is operated and managed by the company itself, utilizing its own staff and resources. This model involves setting up a physical location where all call center activities are conducted internally.

Pros

Control over Operations: In-house call centers allow for direct oversight and control over all aspects of operations, ensuring that policies and procedures are strictly adhered to.
Direct Communication with Agents: Being in the same physical location as the agents fosters better communication and collaboration, enhancing the overall efficiency and team cohesion.
Data Privacy and Security Management: Managing operations in-house means the company has direct control over data security measures, reducing the risk of data breaches and ensuring compliance with privacy regulations.

Cons

High Investment in Hiring, Training, and Infrastructure: Establishing an in-house call center requires substantial financial investment in recruitment, training programs, and the necessary infrastructure.
Scalability Challenges: Scaling up operations in response to increased call volumes can be difficult due to the limitations of physical space and the resources required to hire and train additional staff.
Resource-Intensive: Running an in-house call center demands significant time and resources, from managing day-to-day operations to maintaining technology and equipment.

Remote Call Center Staffing

Description

A remote call center model involves agents working from various locations outside the traditional office environment. This model leverages technology to connect agents to the call center’s systems and enable seamless operations.

Pros

Attractive to Talent Preferring Remote Work: Remote staffing appeals to a broader talent pool, including those who prefer the flexibility and convenience of working from home.
Cost Savings on Office Space: By eliminating the need for physical office space, companies can significantly reduce overhead costs associated with renting, utilities, and office maintenance.
Easier to Provide 24/7 Coverage: Remote staffing makes it easier to offer round-the-clock service by hiring agents in different time zones, ensuring continuous customer support.

Cons

Need for Remote-Accessible Technology: Implementing a remote call center requires robust technology solutions that support remote access, collaboration, and communication.
Data Security Concerns: Ensuring the security of sensitive customer data can be more challenging in a remote environment, necessitating strong cybersecurity measures and protocols.
Management Challenges: Managing a remote workforce requires new strategies and tools to monitor performance, maintain engagement, and ensure effective communication.

Outsourced Call Center Staffing

Description

Outsourcing involves contracting an external provider to handle call center operations. This can include offshoring (outsourcing to a different country), nearshoring (outsourcing to a nearby country), or onshoring (outsourcing within the same country).

Pros

Cost-Effective: Outsourcing can be more cost-efficient as it often reduces expenses related to hiring, training, and maintaining an in-house staff.
Scalable: External providers can quickly scale operations up or down based on the call center’s needs, offering flexibility in handling fluctuating call volumes.
Allows Focus on Core Business Functions: By outsourcing call center operations, companies can focus on their core competencies and strategic initiatives.

Cons

Loss of Control over Daily Operations: Outsourcing means relinquishing some control over the daily management and operational processes, which can impact quality and consistency.
Potential Communication Barriers: Differences in language, culture, and time zones can create communication challenges between the company and the outsourced provider.
Quality Consistency Issues: Ensuring consistent quality and maintaining the desired level of customer service can be difficult when operations are managed externally.

Hybrid Call Center Staffing

Description

A hybrid model combines elements of in-house, remote, and outsourced staffing, often incorporating automation to optimize operations. This model aims to balance the advantages of various staffing approaches.

Pros

Efficient Resource Use: The hybrid model allows for efficient use of resources by leveraging the strengths of in-house, remote, and outsourced staff as needed.
Enhanced Agent Productivity: Combining different staffing approaches can improve agent productivity by providing flexibility and optimizing workload distribution.
Cost Savings: By strategically blending different staffing models, companies can achieve cost savings through reduced overhead and optimized staffing levels.

Cons

May Feel Impersonal to Customers: The use of multiple staffing approaches and automation may lead to a less personalized customer experience, which could impact customer satisfaction.
Requires Investment in Technology: Implementing a hybrid model requires investment in advanced technology to ensure seamless integration and coordination between in-house, remote, and outsourced agents.

Strategies for Finding the Right Model

Assessment Questions

To determine the best staffing model for your call center, consider the following questions:

What is your call volume handling capacity?
Do you have geographical requirements for agents?
What is your budget for staffing?
Do you have the necessary infrastructure and space?
What is your timeframe for setting up the call center?
Do you need specialized agents?
How will you handle seasonal workforce adjustments?

Decision-Making Tips

Evaluating these factors can help you make an informed decision. It’s essential to understand your unique needs and constraints. Consider seeking expert advice to assess the best fit and continuously refine your staffing strategy to meet evolving business demands.

How to Calculate Staffing for Call Centers

Accurately calculating staffing requirements for call centers is essential for ensuring efficient operations and high levels of customer satisfaction. This process involves collecting key data and utilizing mathematical tools like the Erlang Calculator to determine the optimal number of agents needed. Below, we explore the detailed steps and considerations involved in this calculation.

Data Collection

Collecting accurate data is the first and most critical step in determining your call center’s staffing needs. The following key metrics are essential:

Call Volume

Definition: Call volume refers to the total number of calls your call center receives within a specific period, typically measured on an hourly, daily, or weekly basis.
Importance: Understanding call volume helps in forecasting the number of agents required at different times. High call volumes during peak hours necessitate more staff, while lower volumes may require fewer agents.
Collection Method: Utilize call center software to track and record call volumes. Analyze historical data to identify patterns and predict future call trends.

Average Handling Time (AHT)

Definition: Average Handling Time is the average duration it takes for an agent to handle a call from start to finish, including post-call work.
Importance: AHT directly impacts staffing needs. Longer handling times mean fewer calls can be managed per agent, requiring more staff to maintain service levels.
Collection Method: Measure the time spent on calls and post-call activities using call center management software. Calculate the average across multiple calls for an accurate estimate.

Service Level

Definition: Service level is the percentage of calls answered within a specific time frame, such as answering 80% of calls within 20 seconds.
Importance: Setting a service level target helps in maintaining customer satisfaction. Achieving high service levels often requires more staff to handle incoming calls promptly.
Collection Method: Define your desired service level target and monitor real-time performance using call center analytics tools. Adjust targets based on customer expectations and business goals.

Occupancy Rate

Definition: Occupancy rate is the proportion of time agents spend handling calls versus waiting for calls. It reflects agent productivity.
Importance: High occupancy rates indicate efficient use of agents but can also lead to burnout if too high. Balancing occupancy rates helps in optimizing staffing without overworking agents.
Collection Method: Calculate occupancy rates by dividing the total time agents spend on calls by their total logged-in time. Aim for a balanced rate that maximizes efficiency without causing agent fatigue.

Shrinkage

Definition: Shrinkage refers to the time agents are paid but not available to handle calls, including breaks, training, meetings, and other non-call activities.
Importance: Accounting for shrinkage is vital for accurate staffing. Ignoring shrinkage can lead to understaffing and decreased service levels.
Collection Method: Track non-productive time using workforce management software. Calculate the average shrinkage rate and incorporate it into staffing calculations.

Average Time to Abandon (ATA)

Definition: Average Time to Abandon is the average time a caller waits in the queue before hanging up.
Importance: High abandonment rates indicate long wait times and insufficient staffing. Reducing ATA is crucial for improving customer experience.
Collection Method: Monitor queue times and track the number of abandoned calls using call center software. Aim to minimize ATA by adjusting staffing levels to reduce wait times.

Using Erlang Calculator

The Erlang Calculator is a powerful tool for determining the number of agents needed based on the collected data. Here’s how to use it effectively:

Understanding Erlang C Formula

Definition: The Erlang C formula is a queuing model used to predict call center performance and staffing needs. It considers call volume, AHT, and desired service levels.
Application: By inputting your call center’s metrics into the Erlang Calculator, you can estimate the number of agents required to meet your service level targets. The formula helps in balancing efficiency and customer satisfaction.
Example: For instance, if your call center receives 100 calls per hour, with an AHT of 5 minutes and a service level target of answering 80% of calls within 20 seconds, the Erlang Calculator will provide the optimal number of agents needed to achieve this.

Steps to Use Erlang Calculator

Gather Data: Collect accurate metrics on call volume, AHT, service level, occupancy rate, and shrinkage.
Input Metrics: Enter the collected data into the Erlang Calculator.
Analyze Results: Review the recommended staffing levels and adjust as necessary to align with your call center’s goals.
Implement Adjustments: Based on the calculator’s recommendations, adjust your staffing levels to ensure optimal performance.

Benefits: Using the Erlang Calculator helps in making data-driven staffing decisions, reducing guesswork, and ensuring your call center is neither overstaffed nor understaffed.

Challenges: While the Erlang Calculator is a valuable tool, it’s important to continuously monitor and adjust staffing levels based on real-time performance and changing call patterns.

How AI Call Centers Can Eliminate Staffing Issues

Implementing AI in call centers offers a transformative solution to traditional staffing challenges. AI agents, equipped with advanced capabilities, can handle a variety of tasks, leading to more efficient and effective operations. Here, we explore how AI call centers can address and solve common staffing issues.

Addressing Overstaffing and Understaffing

Optimized Resource Allocation

AI call centers can dynamically allocate resources based on real-time call volume and demand. This optimization ensures that staffing levels are perfectly matched to the current workload, reducing instances of overstaffing and understaffing. By analyzing patterns and predicting peak times, AI systems can recommend the ideal number of human agents required at any given moment.

Cost Efficiency

With AI handling routine and repetitive tasks, human agents can be reserved for more complex interactions, thus optimizing labor costs. This strategic deployment of AI and human resources leads to significant cost savings, as fewer human agents are needed to manage high volumes of straightforward inquiries.

Enhancing Customer Satisfaction

Instant Response Times

AI agents provide immediate responses to customer queries, eliminating wait times and enhancing the overall customer experience. This prompt service not only improves satisfaction but also increases the likelihood of resolving issues quickly and efficiently.

24/7 Availability

AI call centers operate round the clock without requiring shifts or breaks. This continuous availability ensures that customers receive support at any time, leading to higher satisfaction levels and improved brand loyalty.

Preventing Agent Burnout

Handling Routine Tasks

AI agents can take over repetitive and mundane tasks, such as answering FAQs, processing payments, or scheduling appointments. This delegation allows human agents to focus on more engaging and complex interactions, reducing burnout and improving job satisfaction.

Intelligent Routing

AI systems can intelligently route calls to the most appropriate human agent based on the nature of the inquiry and the agent’s expertise. This targeted approach ensures that agents handle tasks suited to their skills, reducing stress and enhancing efficiency.

Scalability and Flexibility

Seamless Scaling

AI call centers can easily scale operations up or down based on demand without the need for additional hiring or training. This flexibility is particularly beneficial during peak times or unexpected surges in call volume, ensuring consistent service levels.

Adapting to Change

AI systems can quickly adapt to changes in business processes, product updates, or customer preferences. This adaptability ensures that the call center remains responsive and effective, even as business needs evolve.

Improving Data Security and Compliance

Consistent Compliance

AI agents can be programmed to adhere to strict compliance and data security protocols, ensuring that all customer interactions meet regulatory requirements. This consistency reduces the risk of human error and enhances the overall security of customer data.

Enhanced Monitoring

AI systems can continuously monitor and analyze interactions to detect potential security breaches or compliance issues. This real-time monitoring allows for immediate corrective action, safeguarding customer information and maintaining trust.

Conclusion

Selecting the right call center staffing model is crucial for optimizing operations and achieving business success. Evaluate your current staffing model and consider adjustments based on the insights provided in this guide. By doing so, you can enhance customer satisfaction, improve agent well-being, and achieve your business goals.