Key takeaways
- Size for peak hours, not daily averages.
- Workload is leads per hour times handling time in hours.
- A team only slightly above the workload still queues.
Compute the workload
If 60 leads arrive each hour and each takes 5 minutes, the workload is 60 × 5 ÷ 60 = 5 erlangs. A team of 5 would be fully busy with no slack, so waits would grow at busy times.
Apply Erlang C
Erlang C estimates the chance that a new lead must wait and how long. For 5 erlangs and a target of 80% answered within 5 minutes, you need 7 reps. The service level at 7 reps is about 96%.
Reduce the load
Shorter handling time, automated first replies and lead routing all lower the workload. Each minute saved per lead reduces the team size you need.
Free tool / Telecom queueing
Lead Response Capacity How many SDRs to reply within 5 minutes?
Questions about Unit Economics and Measurement
Is five minutes the right target?
Many teams see the best contact rates within the first five minutes, though results vary.
Do I need to staff for the busiest hour?
Staff close to peak demand or use overflow coverage for spikes.
Key terms
Keep reading