What is Load Balancing?

Load Balancing is the process of distributing customer contacts evenly across multiple sites, queues, or agents. This ensures that no single agent or queue is overwhelmed, leading to more efficient handling of customer interactions and maintaining service levels.

How to Calculate Load Balancing

1. Forecast Call Volume:
   • Predict the number of calls or task expected in each interval using historical data and trends.
2. Determine Agent Availability:
   • Identify the number of agents available during each interval.
   • Consider factors like breaks, training sessions, and other non-call activities.
3. Calculate Required Staffing:
   • Use workforce management (WFM) tools or Erlang C calculations to determine the number of agents needed to handle the forecasted call volume while meeting service level targets.
4. Distribute Workload:
   • Assign calls or tasks to agents based on their availability and skill sets.
   • Use automated systems to route calls evenly, ensuring no single agent is overwhelmed.
5. Monitor and Adjust in Real-Time:
   • Continuously monitor call volumes, agent performance, and service levels.
   • Adjust staffing and call routing dynamically to address any imbalances.

Example Calculation

Let's say you forecast 200 calls in the 10:00-11:00 AM interval and have 20 agents available. Each call has an average handling time (AHT) of 5 minutes.

1. Forecast Call Volume: 200 calls
2. Agent Availability: 20 agents
3. Calculate Required Staffing:
   • Total handling time = 200 call * 5 minutes = 1000 minutes
   • Available agent time = 20 agents * 60 minutes = 1200 minutes
   • Since 1000 minutes of work fits within the 1200 minutes available, the staffing is adequate.

Why Load Balancing Matters

Load balancing is crucial for several reasons:

• Improves Efficiency: Ensures that all agents are utilized effectively, reducing idle time and overburdening.
• Enhances Customer Experience: Reduces wait times and ensures quicker responses to customer inquiries.
• Maintains Service Levels: Helps meet service level agreements (SLAs) by distributing contacts evenly.
• Reduces Agent Burnout: Prevents any single agent from being overwhelmed, leading to better job satisfaction and performance.

Factors Influencing Load Balancing

Several factors can impact the effectiveness of load balancing:

• Call Volume Fluctuations: Variations in the number of incoming contacts.
• Agent Skill Levels: Different agents may have varying levels of expertise.
• Technology: The capability of the contact center's technology to distribute contacts evenly.
• Time of Day: Peak times may require different load balancing strategies.

Strategies to Improve Load Balancing

To enhance load balancing:

• Use Advanced Routing Algorithms: Implement algorithms that dynamically adjust based on real-time data.
• Cross-Train Agents: Ensure agents are trained to handle multiple types of inquiries.
• Monitor Real-Time Data: Continuously monitor metrics to make immediate adjustments.
• Implement Workforce Management Tools: Use tools that help forecast demand and schedule agents accordingly.

Related Terms

• Automatic Call Distributor (ACD): A system that routes incoming calls to the most appropriate agent or queue.
• Interactive Voice Response (IVR): A technology that allows customers to interact with a system through voice or keypad inputs before being routed.
• Service Level Agreement (SLA): A commitment between a service provider and a customer regarding the expected level of service.

Conclusion

Load balancing is a vital practice in contact center management, ensuring efficient distribution of customer contacts. By leveraging advanced technologies and strategies, contact centers can maintain high service levels, improve customer satisfaction, and optimize agent performance.