submit query

Please fill with your details

  • refresh

What is Erlang C?

Erlang C is a queuing model commonly used to determine the performance of a call center. This model is designed around queuing theory. This model assumes a random call arrival pattern; the caller makes a call and is put in queue until someone is available to answer the call. The Erlang C model is commonly used to check how many staff or call stations are needed, based on the number of calls per hour, the average duration of call and the length of time calls are left in the queue. This model also helps in calculating bandwidth used on data transmission circuits. The Erlang C figure is somewhat more difficult to determine because there are more interdependent variables.

Erlang C model is based on following assumptions:

·         An infinite number of sources

·         Random traffic arrival pattern

·         Blocked calls delayed

·         Hold times exponentially distribute

Erlang C is a traffic modelling formula used in outbound call centers for scheduling to calculate delays or predict waiting time for callers. Erlang C formula is based on three factors: the number of reps providing service; the number of callers waiting; and the average amount of time it takes to serve each caller. Erlang C is most commonly used to calculate how long callers will have to wait before being connected to a human in a call center or similar situation.

Erlang C model is used for automatic call distributor (ACD) design to determine number of agents needed. 

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

GetIt Infomedia is a leading digital supermarket in India

Click here to Read >


How Phone Answering Services is Helping Everyone During Covid-19 Pandemic?

<p>The whole world is juggling with global pandemic Covid-19 due to communicable spread of Sars-Cov-2 virus.</p> <p>In order to combat the deadly situation....

Read more>>

The Top 10 Call Center Metrics Everyone Should Know!

<p>Call center executives are the frontline workers for carrying out the business essentials for any organization.</p> <p>In order to match the pace of ser....

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