Call Center Staffing Estimator

Estimate the number of agents required to handle your call volume without sacrificing customer service.

Call Volume

Calls per Hour

100

Average Handle Time (Seconds)

sec

Shrinkage/Buffer (%)

30%

Your Staffing Report is Locked

Adjust your call metrics and click Calculate Staffing to generate your instant calculation.

👩‍💻 Agent Requirements

Total Staff Required

Includes shrinkage buffer

Base Agents

Minimum to handle calls

Total Talk Hours

Reality Check: Calculate to see your needed staffing.

Optimize Your Call Center

The Math Behind Call Centers

Estimating call center staffing is notoriously difficult because calls arrive randomly, not in an organized, even flow. If you only staff for the exact number of talk minutes you expect, wait times will skyrocket the moment two calls arrive at the exact same time.

What is Shrinkage?

Shrinkage refers to the time agents are paid to be at work but are not actually available to take calls. This includes breaks, lunch, training, team meetings, bathroom breaks, and absenteeism. A standard contact center shrinkage rate is around 30% to 35%.

The Erlang C Model

While this calculator uses a simplified formula for quick estimations, advanced call center workforce management software relies on the Erlang C mathematical model to predict the exact probability a caller will have to wait in queue.