What is the full form of CCS?

Introduction

Centum Call Seconds (CCS) is a critical measure in the communications sector. A telecommunications system's capacity, or its ability to handle a specific number of calls or call seconds at any one moment, is measured using this method.

To assess the capacity of their networks and prepare for future expansion, telecom companies utilise CCS as a standard measurement. The indicator aids companies in determining how many calls their infrastructure can support before breaking down, which may have an impact on call quality and overall network performance.

Usage of CCS in telecommunications

CCS (Centum Call Seconds) is a unit of measurement used in telecommunications to describe the overall length of voice calls placed via a network. In more detail, it indicates the length of 100 finished phone calls, each of which lasted one minute.

In the telecommunications sector, CCS is frequently used to gauge network traffic and capacity. It enables service providers to estimate network traffic volumes and prepare for expanding capacity needs. For instance, if a network can accommodate 100 CCS, it can support 10,000 minutes (100 × 100 minutes) of voice traffic in a specific amount of time.

Calculation of CCS

You need to know the total number of voice calls made via a network and the average length of each call in order to compute CCS (Centum Call Seconds). When you have this knowledge, you can use the formula below −

$\mathrm{CCS\:=\:\lgroup\:Total\:Call\:Duration\:/\:Average\:Call\:Duration\:\rgroup\:/100}$

Let's take an example where a telecom network has 50,000 minutes of total call length per day with an average call time of 2 minutes. We would apply the following calculation to determine the CCS for this network −

$\mathrm{CCS\:=\:\lgroup\:50,000 /\:2\:\rgroup\:/100\:=250}$

This indicates that the network can handle 25,000 minutes of voice traffic, or 250 CCS, at any given time (since each CCS represents the duration of 100 one-minute calls).

It's crucial to remember that CCS is only one of the metrics used to gauge network capacity and traffic and that it should be combined with other metrics to obtain a comprehensive view of network performance.

Importance of CCS in call center management

The following are a few applications for CCS in call center management −

• Managers can figure out how many calls their agents can handle in a certain amount of time by estimating the call center's CCS. They can use this information to better manage their staffing needs and make sure they have enough agents on hand to handle the anticipated call load.

• CCS can be used as a key performance indicator (KPI) to evaluate the effectiveness of specific agents or the overall performance of the call center. Managers can discover areas for improvement and take necessary corrective action by comparing the actual CCS to a target CCS.

• Managers can decide how to distribute resources (such as agents and technology) to enhance efficiency and effectiveness by studying the CCS for various call types (such as sales calls and customer support calls).

• In a call centre setting where agents are compensated per call or per hour, CCS can be used to figure out agent pay and revenue produced by the contact centre.

• Managers can predict future call volumes and make plans accordingly by using historical CCS data. This aids them in ensuring that they have the tools available to deal with the anticipated call load.

Conclusion

In the call center management and telecommunications industries, CCS is a critical measure. It offers useful data on call center performance, resource allocation, billing and revenue calculations, and network capacity and traffic. Telecommunications companies and call centers may function more effectively, provide better customer service, and generate more income by comprehending and managing CCS.

FAQs

Q1. What distinguishes CCS and Erlang from one another?

Ans: Measures of telecommunications traffic include CCS and Erlang; however, their applications differ slightly. Voice call duration is measured using CCS, and the number of calls that a network can take in a certain amount of time is measured using Erlang. While CCS is more frequently used for invoicing and revenue computations, Erlang is frequently used for capacity planning.

Q2. What is a good target CCS for a call center?

Ans: A call center's goal CCS will vary depending on a number of variables, including the size of the call center, the types of calls it handles, and the level of service desired. A higher CCS generally means that the call center is running more effectively and processing more calls in a given amount of time. It's crucial to strike a balance between this and other KPIs like call quality and client happiness.

Q3. Can non-voice traffic, such as email and chat, be measured using CCS?

Ans: CCS may not be immediately applicable to non-voice traffic because it is often used to measure the length of voice calls. Other sorts of interactions, such as emails or chats, can nonetheless be measured using comparable metrics. These indicators can offer insightful data on the general effectiveness and performance of contact centers.