Hi,
I would like to find out how do I calculate the maximum number of calls my call centre can handle? I have 30 agents in my call centre and the average handle time for each call is about 1min 30seconds. Assuming that I have perfect attendance, how do I know what is the total number of calls my 30 agents can handle in a day?
Please advise me. thx
Hi
Hope this should help you in calculating
A Agents 30
B Hour in a Day 8hrs
C AHT 90 Sec
A*B Man Hours = 240 (Agents X Hours in day)
D Convert Man hours in to Seconds= 864000 (240*60*60)
D*10% Shrinkage -10% =86400
E Actual Man Seconds= 777600 ( 864000-86400)
F No of Calls Taken by 30 Agents =8640 (Actual Man Hours / AHT ( 90 Sec ))
G In A Month 21 Working Days = 181440 (F*21)
Cheers
KM
If you are talking about theoretical maximum calls a day then I agree with what has been said. To get nearer to the real number you need to separate working hours from staffing hours e.g. 8 hours clocked time minus half hour lunch and two half hour breaks means an effective working time of 7 hours.
You also need to factor in an allowance for pit stops, training, coaching, team leader time as well as shrinkage for sickness and holidays.
Finally you haven't reall made an allowance for the calls being offered. Your assumptions are based on having a team which is either exactly the right size for the demand or too small so that when one call ends another is available to be answered. You would need to use a modelling tool to get a feel for the impact of this. Although we have Totalview for a lot of our modeling there are some good low cost modelling tools. One I use for playing with capacity planning is Kooltoolz but there are others out there
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