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Hi,
I would like to add a point that you may want to also add a buffer of the leaves/unscheduled absenteeism to forecast the number of FTE's required. The normal shrinkage for calculation purposes is taken at 33%. This includes the weekly offs, leaves and unscheduled absenteeism.
Further, if your call centre is running on a ACD, try and build a historic call arrival trend. Based on the type of the product you service, you can choose different interval frequency for the arrival pattern. Ex: In a tech support environment, a 30 minute interval is used. In a telecom (which is highly unpredictable) a 15 minute interval is used.
You can also tag the AHT of each of these intevals to understand the number of agents required for that interval.
To be apt in your accuracy, a point that can also be assesed is the geographical location from where the agents travel. This would help a lot in staffing.
Let me know if you need more inputs.
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