FTE Calculators

[Gloria E]

Hi:

I am looking for a website that has a free or at least a demo of a good fte calculator. I am looking to determine how many ftes I will need based on service level and/or asa separately.

Can anyone help?

[nathanj@callfusion.com]

Try this:

http://www.farmingtonmo.org/web_page...alculator.html

[JoeB]

You can download a free demo version of our EasyEralng calculator (www.DiagnosticStrategies.com/EasyErlang.htm). In addition to service level and ASA, you can forecast abandonment, time in queue, maximum capacity, agent utilization and several other factors.

I hope you will find it useful.

[remy]

http://www.cs.vu.nl/~koole/ccmath/ErlangC.php

This is another good calculator. It's from a Dutch University

[Gloria E]

Thank you to everyone who applied. I have found some really cool tools. Does anyone know of a good Cost per Call calculator or model?

Please advise. Thanks.

[Martijn]

Gloria,

here's another one:

http://www.thecallcenterschool.com/quikstaff.html

This one is from the call center school.


Greetings, Martijn

[habeeb.mutahir]

Your client SLA will intially determine your FTE target. Then on, it's totally on how you run the show. Surely, you want to keep your occupancy consistent, and you also want to keep the AHT low.

There are multiple factors which determine a FTE calculator. Let's take an example of a minor indicator: product knowledge.

If you client specified the call flow, the AHT target and you decided on a comfortable FTE count....what happens when your agents are unable to handle the customer concerns and maintain the FTR high, they will end up escalating the calls to the supervisors, which will increase the AHT, and maybe abort the waiting calls,etc....bringing the entire SLA down. Not to forget, your customer satisfaction scores go for a run too...

Why? lets say in this example...the agents were not well trained on the product knowledge to resolve the issue in a short and precise manner without excalations....

Similarly, there would be many other factors to decide the count. On a new program, you will need to start with the desired AHT and the call flow...rest starts from within.