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Basic
Staff forecast can only be accurate once you have an accurate call volume forecast. Assuming you have done a good homework on the trend analysis of the call flow and you have derive the near to accuracy probable call volume interval wise you might even use excel to find the required staffing. Another factor for staffing would be the trend of your AHT (Average Handle time). or you may take the target AHT for calculation depending on the feasibility of maintaing under the target. Now using a simple calculation you may find yourself doing wonderfully well with the staff forecast.
Taking a call volume of 50 in an interval of 30 mins with AHT target of 300 sec and a target of 70% telephone occupancy you may calculate:
time required to answer 50 calls=50*300=15000
staff time required@ 70% T occupancy=15000*100/70=21428
Required staff to ans 50 calls in an interval of 30 mins=21428/30*60=12 (rounding of 11.9)
So you should have 12 agents during this 30 mins interval to handle all the 50 calls and plus the shrinkage
say if you are taking a shrinkage of 12% depending on what you include in the shrinkage. then your staffing would be 12+1.44=13.44 you may take either 13 or 14 to be on the safer side.
It may not be very reliable but it does work where there is no much fluctuation on the aht and call volume.
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