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Call Forecasting & FTE Calculation
Hi All,
We are 40 seater inbound customer service call center and currently do not have any forecasting model. I have recently joined in a different function but took up the initiative to build some model around call forecasting & FTE calculation to ensure haywire over time pay out is reduced. Below are some statistics for work force management experts to help me build a model to achieve my goal of optimal FTE calculation.
Working hours : 24/7 - 365 days/year
Average Call Volume : 21,500 calls/month
Service Level goal : 90%
AHT : 180 sec (3mins)
I am sure there are additional statistics also required like shrinkage & etc(Please add to the list). Please share your expert opinion on this.
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