Hi all,
First time poster - hope you can help!
Currently planning for our peak period where we need to staff our small Call Centre (4 - 10 staff) from 8am to 8pm, for seven days a week with each member of staff getting 2 days off a week.
Can anyone recommend any good rota examples?
Any help would be greatly appreciated - been staring at Excel for days!
x
Hi Super,
We really need more information, such as the call profile.
If you have times with only 4 staff, you really don't have any choice. 2 starting at 8am and 2 finishing at 8pm will give you some form of cover. After days off you will have 3 shifts per day, except one day which will only have 2 people.
As a rough guide I would start by figuring out what % of weekly calls you can expect in each 30 minute period or the week, and try and match this with an equal % of resource. (Economies of scale means this is only a rough start).
I agree with KevinP, you absolutely need your profile. If you have the expected number of calls per 15min and the AVHT, requirments for answer rate etc, you can use one of the free Earling C calculators to sort your staffing levels out. I found one on this very site that will help. http://www.callcentrehelper.com/erlang-c-calculator-2473.htm
It will ask you for all the information it requires and then feed back the resulting staff requirements.
Hope this helps.
Darren.
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