Hi,

Can someone share a weekly staff planner that computes staff based on Erlang?

Thanks!

Hi there all,
I am employed with a very busy 24/7/365 inbound CC with call agents working a rotating roster. Over the last 7-8 months management have implemented a brand spanking new rostering system getting rid of the existing 6 days on 4 days off 10 hours shifts and placing staff onto 8 hours shifts with shifts with 1 or days off a week. Management have stated that it is only trial basis and would review the adverse effects of it. But there has been a number of problems and staffing matters that have come to light due to the roster t management are not able to see it from staff's perspective. Staff have been given the option to preference the shifts that they would like to work yet 15% of staff are getting what they want and the others never get what they want. We as staff have really had the raw end of the stick, countless amounts of time where there is 2 staff working a busy Saturday night, staff not having enough days off and then in turn getting extremely run down, not enough time to spend with the family, therefore relationships at home suffering. With the current trial roster there has been no flexibility, i have never worked in a call centre or any other job where it has been so hard to either request a day off or do a shift swap with another staff member.There has been a number of staff leaving and the turnover is greater than Ben Hur. I really want to hear from someone or anyone that has experienced this and been able to implement something to make it a little easier to either retain experienced staff member or even a better roster to create a more staff- friendly environment?????
Please any feedback is welcome!!!!
Jane

In an effort understand and improve FCR, I'm looking to collect some baseline data.

What is your internal transfer rate (calls answered by one CSR transferred to another)?
What is the greatest challenge for transfers (Systems, Operations, Skill etc.)?
Do you have a CTI application?
What CRM do you use (inhouse or canned)?

Thanks

Hello,

Am wanting to computed average waiting time using mean and standard deviation for a) service time and b) interarrival rate to a call center. Not sure about the best way to calculate given this kind of information from a typical day:

Call Type Frequency CSR Time Spent (sec)
1 65% 85
2 15% 45
3 10% 30
4 5% 90
5 5% 60


Time Mean # Calls # Delayed Mean Delay (sec) # Abandoned
6:30 am 25 4 12 2
7:00 am 29 5 20 4
7:30 am 40 15 25 8
8:00 am 54 14 10 12