submit query
Loader

Please fill with your details

  • # #
Glossary

What is Erlang B?

Erlang is a dimensionless unit for measuring telecommunications traffic. It is used to describe total volume passed in an hour. One Erlang is equivalent to one call, including call attempts and hold time. Erlang B also known as Erlang loss formula describes the probability of call losses for a group of identical parallel resources, including telephone lines, circuits, traffic and channels, also referred as M/M/c/c queue. Erlang B formula was derived by Agner Krarup Erlang. Since it describes the probability of queuing system, it is not only limited to telephone networks, this formula can be also used to calculate busy hour traffic (BHT), percentage of calls blocked, and number of lines in trunk group.

 The Erlang B traffic model is based on the following assumptions:

 ·         An infinite number of sources

·         Random traffic arrival pattern

·         Blocked calls cleared

·         Hold times exponentially distributed

Today, almost every call center outsourcing company is using Erlang B formula to calculate the probability of call dropped or blocked. This probability is known as the Grade of Service (GoS) and it is always measured between number 0 and 1. The call center service providers are efficient at handling traffic when the probability of call drop or block is low, i.e., less than .05. Whereas with high GoS, i.e., more than 0.1, the probability of call drop and block is high leading to high rate of annoyed and impatient caller.

Contact Us

Enter the details & we will contact you shortly!

Resource Library

An insight into Call Center Outsourcing

Global enterprises strive to attain service excellence so that they can stay ahead in a competitive environment.

Download Now >

BSNL Augmented Business Performances with Go4customer

TBharat Sanchar Nigam Limited (BSNL) started its operation and installed Quality Telecom in the nation.

Click here to Read >

Getit infomedia optimized business performance with Go4customer.com

GetIt Infomedia is a leading digital supermarket in India

Click here to Read >

Blogs

Partnering with an Indian Healthcare BPO What You Need to Know

<p dir="ltr" style="line-height:1.38;text-align: justify;margin-top:0pt;margin-bottom:0pt;"><span id="docs-internal-guid-8de0c816-7fff....

Read more>>

Setting Up a Call Center in India What You Need to Know

<p dir="ltr" style="line-height:1.38;margin-top:12pt;margin-bottom:12pt;"><span id="docs-internal-guid-5bfe6813-7fff-bd26-a0bc-0e7b84d....

Read more>>

Our Esteemed Clientele

  • MSME logo
  • Manrega logo
  • GIL Company logo
  • BSNL Company logo
  • NMEICT Company logo
  • hudco Company hudco
  • Relaxo Comapany logo
  • NSEZ Company logo
  • Gail logo
  • MTNL logo
  • timex logo
  • BPCL Company logo
  • HPCL Company logo
  • IOCL Company logo
  • one97 logo
  • AIIMS Company logo
  • Power-Grid logo

Next-Gen BPO Services: Transforming Call Center Operations in India

Discover top-tier BPO services at Go4customer, where we reshape call center outsourcing to fuel your business expansion. Our call center in India mixes high-tech AI with the insights from data to make sure all of our training is top-notch and to offer broad 360° customer support and call center services. Join us and build customer relationships grounded in trust and top-class service experiences.