Scheduling

[Tech Head]

Are there any free software programs out there that can help with suggesting schedules? We have an immediate problem with getting the right staff in the right place and do not have the time to go through the due diliegence it will take for one of the costly popular apps.

I'm running into a situation where I have a peak time of 1K calls for only 1hr then it drops down to about 600. Problem with this is trying to staff for an 8hr shift without being grossly overstaffed. It's a very technical enviroment with AHT at 22min.

To top it off, we have 4 diffferent centers that we outsource to, 3 by % allocation at the carrier level. We're changing this, but have it as a challenge at this moment.

Any suggestions?

Thanks!

[JoeB]

Tech Head,

This is a significant difference in call load (app. 220 Erlangs with app.370 Erlangs at peak time), which requires a significant increase in staff. You will have to staff separately for the peak hour and for the rest of the 8-hour shift, as the difference is too significant to average the high and the low load situations.

Relaxing service levels may lower the staffing requirements for peak time somewhat, but with AHT of 22 minutes there is little room for improvement, unless you are willing to live with long wait times.

You can download a free demo version of our EasyEralng calculator
(www.DiagnosticStrategies.com/EasyErlang.htm). It calculates staff requirements based on your call load and target service levels, and forecast ASA, abandonment, time in queue, maximum capacity, agent utilization and several other parameters.

It is quite possible that the solution is not a simple change of headcount, but rather a different call flow and/or help desk structure, such as skill based routing. I would also suggest investigating the AHT, understating its variability, and looking for simple ways to stabilize and possibly reduce it. I would need more statistics to make specific suggestions. You can email me directly (jbarkai@DiagnosticStrategies.com) if you want to discuss the specifics.

I hope this helps.