Seating Capacity

[miramadar]

We have an 18 hour/day inbound center with 108 seats. Can anyone give me a formula by which I can compute my maximum total staff?

[Alan Clayton]

Are you using all FT people? Are there any PT people? What is the work to be done?

What are your service standards?

are you a 7 day a week company? or just 5 days? or 6?

lots of questions

[Earl]

Miramadar,

[Earl]

Hello Mirander,

There was a post called "Desk Sharing...Help" by a Samirr who was trying to find software that did this along with assigning seats to get optimize coverage. As I stated on that thread, I am using a software called Call Center Floor Manager, which I purchased from a company Called (CallCPM). Call Center Performance Management. I can gell you from past experience, that is difficult to compute by hand your seating capacity..effectively. I suggest you contact the web site WWW.C allCPM.com and request a demo download once you do this ask them for a free seating analysis. They will need all of your current scheudles from your work force management tool or excel spreadsheet. They will in turn give you an analysis of your seating capacity by day of week and determine you seat to agent ratio. It was done for me, so give them a look or you can call Thomas Williams at 770-974-1820, or e-mail him at TWilliams@callcpm.com He is really good and can help you determine your your needs. I have their tool and it is Great...