Volume%

[gautamzone]

Hi friends,

Just wanted a suggestion on the percentage of volume that can be handled.

There will be a project launch in our company shortly after the training. I am the manager for the new project. The team strength during the launch is roughly 18. The project will begin with a partial load of 5 cases per agent per day and then expand to 17-18 cases per agent per day. This expansion / ramp up plan wil be done in a period of 10 days. Every agent will be required to close at least 3-4 cases per agent per day.

The average handle time of this team will be ~90-120 minutes initiatially.

Can I know what will be the call handling capacity of the entire team in this 10 day period?


Regards
Gautam

[JoeB]

At first glance the task seems impossible, although I suspect is has to do with the way it is presented.

With 5 calls per agent per day and handling time on nearly 2 hours, each agent is fully loaded for the day. 17 cases per agent per day with same AHT is advisory impossible.

What is the anticipated call volume?
What is the call handling process: do customers call in and wait for service or is it a call back service
Why are agents require to close only few cases per day
Is the “handling time” actual call handling time or did you mean the call back time?

Please see http://www.diagnosticstrategies.com/...c_modeling.htm for an in-depth discussion about call handling and staffing calculations.

If you prefer not to post the information publicly you can email me at jbarkai–at–DiagnosticStrategies–dot–com


Joe

[Jumanji]

Hi Gautam,

I would go with Joe. I was ready with inputs but then if you could get back with more specs may be i will be able to add something as well.

Could you let us know if the work to be handled by your guys is of transaction processing nature or of calls coming in? In which case we need to handle these in different methods. Moreover, with transaction processing is it real time or delayed. The timeframe you have mentioned, 17-18 days if i am right, is too less by any standards.

Get back with a little more specs. May be i will be able to add some more.

Till then,
Regards.