Need Advice for a Different Scenario

[sagadgreat]

Hello,

I am starting up a new operation within our organization, and the major challenge is scheduling employees for future volume. I am used to scheduling to 30 minute intervals, but the client has only provided overall volume on a daily basis by week, and one example of line for a single day. We have been able to plug the percentages into the overall volume forecasts and results in calculating needs so far with our initial group of 22 agents, but are concerned with it's accuracy and how well this will work during our ramp up period. As a comparison, the numbers from the line information from that day totaled to about 9,100 calls, while the first weeks numbers which we plugged these percentages into total 372. The challenge now becomes ramping up to 150 agents to take on an increase of 1000-3000% of our initial forecasts with no historical line data. My main questions are: Can FTE be managed to previous weeks results when volume is continuously ramping, if so then how? Can we continue to effectively work with a model where we schedule to overages in coverage yet schedule additional coaching of agents in order to save on costs and manage to service level, without actual numbers put in place for the 30 minute intervals? If there is a better way to plan without the use of historical data from the previous year's ramp up and ramp down periods, what would that be? Our plan of course is to maintain data going forward so that we are better prepared, but I would like this to not be a trial and error process if possible. Any help is greatly appreciated.