Call volume

[TeamLead8]

Hi,

Would like to ask if call volume is not significant if the requirement of the client is to meet the no. of heads per interval?

Would appreciate feedback...

Thank you so much!

[p2rosebud]

I would love it if someone answered this question. I'm consulting for a group whose client runs two sites on straight allocation. The group has made a compelling case to alleviate SL issues by adding headcount due to the huge call volume spikes, poor forecasting, etc but the client manages to strict headcount only. You have 14 heads for this LOB, 22 for this one, no skill based routing, only straight gating...now go meet SL and if you are over headcount, we won't pay....

[n_meghanath]

This is what I have answered to an email queries from Reggie


you have a good point, though the client may look at
no of agents per interval these doesn't guarantee that
the volume would be proportional to the no of agents
staffed as per the client set requirement.

For instance if the target given by the client for an
interval is 100 agents and you know that this 100
agents have the capability of handling 5 calls each in
half an hour with 85% occupancy. Imagine you have 1000
calls hitting the queue in the same interval.

Though you wouldn't be penalised for the abandoned or
the SVL but your agents would burn out and you know
the consequence of agent burnout... it hits under the
belt. some of the immediate effect is AHT, Quality,
abuse of break timings and affects all other hygeine
factor that drives operation.

You may want to show a productivity (volume handling
capacity) projection on the agreed interval staffing
and measure on the amount of call delivered. This will
help you go back to the client when needed.

Hope this helps

Meghanath