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How is call capacity calculated?

Calculate required present headcount on a specific day

  1. Forecasted Calls (FC)
  2. Average Call Handling Time (ACHT)
  3. Average Staffing Time for each executive.
  4. Required Occupancy Levels.

What is the formula for calculating shrinkage?

Shrinkage calculation for hours

  1. Shrinkage% = (1- (Total staffed hours/Total scheduled hours))
  2. Total Staffed hours = (Total answered calls*AHT) + Avail time + productive aux.
  3. Total scheduled hours = Total agent hours rostered for the day/week/month.

How do you calculate the number of agents needed?

So If you 4 brands the call center is serving and you receive about 1000 calls a day with average 3 minutes for each call and the time available for each agent is 6 hours (6*60=360 minutes) then the number of call center agents needed is (4*1000*3)/360=33 agent will be able to handle calls efficiently.

How do you calculate staffing?

Step 1: Number of rooms multiplied by number of hours per day multiplied by number of days per week = total hours to be staffed per week. Step 2: Total hours per week multiplied by number of people per room = total working hours per week. Step 3: Total working hours/week divided by 40 hours worked/week = basic FTE.

How do you calculate FTE for staffing?

An employer with a 35-hour workweek would simply divide the employee’s scheduled hours by 35 to determine the FTE. For example, an employee scheduled to work 21 hours per week would be 0.6 FTE when the full-time workweek is 35 hours. FTE calculations are about hours worked rather than number of employees.

How many hours are in a month 30 days?

Month Number of Days Number of Hours
April 30 720
May 31 744
June 30 720
July 31 744

How do you calculate the number of working days in a month?

Working hours per day multiplied by working days per week multiplied by 52 weeks in the year divided by 12 months in the year equals the average number of working hours per month. The average number of working hours per month divided by the number of hours per day equals the average number of working days per month.