Staffing Needs

[slevy]

I have been asked to reduce my staff do to the reduction of customers. I know how determine my needs biased on my call center stats, however my staff does a lot of off phone work. Does anyone have any thoughts on how I would figure this out?

[JoeB]

I assume that you have a reliable method to calculate staffing requirements based on your call stats (e.g. Erlang C calculator). To factor in the off-telephone time you can either increase the AHT proportionally (you should already have some alliance for warp-up time), or if you know how to calculate agentÂ’s utilization for the new call volume/staff scenario, simply target at a lower utilization rate.


Joe Barkai
DIAGNOSTIC STRATEGIES
jbarkai@DiagnosticStrategies.com
Tel. 781-433-0833

[slevy]

Thanks for your feedback.

we do use a Erlang C calculator. How would one calculate agentÂ’s utilization for the new call volume/staff scenario

[JoeB]

Some Erlang calculators do. The simplest way to calculate it manually is to figure out the from the call rate and AHT how many calls are active simultaneously which divided by the number of agents gives the average utilization.

Joe