How is call capacity calculated?

How is call capacity calculated?

Lets do it step by step: ACD = Total minutes / Good calls, i.e. number of good calls = Total minutes / ACD. Next, we know that ASR represents relation between all call attempts and good calls, so: All calls = Good calls / ASR.

What is shrinkage formula?

Shrinkage calculation for hours Shrinkage\% = (1- (Total staffed hours/Total scheduled hours)) Total Staffed hours = (Total answered calls*AHT) + Avail time + productive aux. Total scheduled hours = Total agent hours rostered for the day/week/month.

How is BPO capacity calculated?

Calculating Occupancy Is Very Important in Large Contact Centres

1. Average Handling Time (AHT) = 360 seconds.
2. Required Service Level (SLA) = 80\%
3. Target Answer Time = 20 seconds.
4. Shrinkage = 30\%

How is workload calculated in a call center?

Bearing in mind the call volume forecasts and some assumptions about AHT, workload is calculated by multiplying the number of forecasted calls for an hour by the AHT of a call. The workload number is then used to determine how many base staffers are needed to handle the calls.

How many agents do I need to answer calls?

Using the example above, 80\% of calls answered (for service level) within 20 seconds (for target answer time) would require 17 agents according to an Erlang calculator. A more ambitious goal of 90\% of calls answered within 10 seconds would require just two additional agents.

What is the attrition formula in BPO?

The number of employees who left is the number of attritions. Plug the numbers into the following formula: Attrition Rate = Number of Attritions/Average Number of Employees *100.

What is capacity planning formula?

Capacity is calculated as (number of machines or workers) × (number of shifts) × (utilization) × (efficiency).

How do you calculate workload?

The formula: task x time (to perform task) x frequency = basic workload. This is a fairly simple way to calculate the basic workload of most facilities.

How do you calculate staffing?

Step 1: Number of rooms multiplied by number of hours per day multiplied by number of days per week = total hours to be staffed per week. Step 2: Total hours per week multiplied by number of people per room = total working hours per week.

How do you calculate service level?

In most organizations Service Level will be defined as: X percent of calls answered in Y seconds. (For example: 80 percent of the calls should be answered within 20 seconds.) The calculation simply is (number of calls answered in Y seconds / total calls offered) * 100.

How do you determine the number of call center agents needed?

Here are some best practices that will help you succeed on both fronts. Erlang C is a standard formula for determining the number of call center agents are needed based on call volumes, Average Handle Time (AHT), and customer service goals.

How do you calculate the number of agents you need?

For agent requirement calculation, divide your workload (calls*AHT) by the number of seconds for the length of interval you need it for. In addition you will need to add extra hours for shrinkage and you might want to look at a occupancy number to cater for the random arrival patterns. You will need to then plug this into an Erlang calculator.

How do you calculate staffing for a call centre?

To calculate staffing you divide your required headcount by useful time: 50 / (1-0.16667) = 50 / (0.8333) = 60 agents required. Other types of shrinkage call centres usually take into account will include screen breaks, training, coaching, 1-2-1’s and team meetings – This is called schedule by exception.

How do you calculate the number of agents required for shrinkage?

50 / (1-0.16667) = 50 / (0.8333) = 60 agents required. Other types of shrinkage call centres usually take into account will include screen breaks, training, coaching, 1-2-1’s and team meetings – This is called schedule by exception.