Answers: What is the minimum number of staff required for a 24-hour call centre?

Views - 10,871

I would like to check on what is the minimum number of staff required for a 24-hour call centre with 2 staff per shift?

And what should the ideal hours be like? (based on a 40-hour work week)
E.g. 7am-4pm, 3pm-12midnight, 11pm-8am, etc.

Also, how do we plan for/handle scheduled annual leaves and unplanned sick leave or urgent leave?

Thanks!

20 Aug 2008 - Filed under Call Centre Answers

Views - 10,871

Liked this article? Why not get our free newsletter.

Comments on: Answers: What is the minimum number of staff required for a 24-hour call centre?

We have our agents work an 8 hour shift with a paid half hour lunch. This allows us to break the 24 hours into 8 hour shifts (8-4, 12-8, 4-12, 12-8).

Posted by Bob Hannon — 28 Aug @ 8:02 pm

The minimum number should not be less than 15 and should not exceed more than 50,as its just 2 staff people available.
If less than 15 the cost to run would increase and if more than 50 no prfit would be gained.For further details reach me at navdeep.kashyap@rediffmail.com

Posted by navdeep kashyap — 28 Aug @ 9:40 pm

The rule of thumb always used to be that to staff one position 24/7, you would need 5.4 FTE.

This allows for holiday and sickness cover. This would equate to a minimum of 11 agents to cover two 24 hour positions and assuming that you have some degree of fexibility for overtime. It does not provide easy cover for break periods.

Many companies run 8 hour shifts runing 8 am – 4pm , 4pm – midnight and midnight – 8 am.

Posted by jonty pearce — 29 Aug @ 4:46 pm

it depends on call volumes and after call/admin work.

Posted by Ben — 30 Oct @ 12:36 pm

Have you ever heard of Erlang calculator? This works out the FTE needed by the volume of expected calls, target service level, average call lenght, speed to answer and target abandoned rate. Erlang will give you the minimum number needed to achieved this. the only requirement is an understanding; historical or forecast of expected call volumes.

Posted by Beverley Cragie — 30 Oct @ 4:23 pm

Is there any research regarding the 4 day 10 hour work week for call center employees the work by regions?

Posted by Angie Blair — 6 Dec @ 7:27 pm

No research, however some experience with both 10 hour vs 8 hour shifts revealed regardless of shift length, productivity drops off after 6 hours….so why would I pay for 4 hours of non-productivity vs 2? 8 hour shifts also allows for more days of coverage rather than more unproductive hours in one day.

Posted by Louise — 12 Feb @ 6:58 am

First of all the question is; how busy is your call centre going to be, if it is going to busy, mean every agent receives a call after 2 minutes then you will need 40 Agents to work day shifts 07h00am – 04h00, 08h00 – 5h00, 09h00 – 06h00. Day.

Then Night shift you can have 15 – 20 Agents
and schedule then accordingly. all in all you will need 60 Agents.

Posted by Macdonald Filita — 15 Feb @ 7:22 pm

I would like to check on what is the minimum number of staff required for a 19-hour call centre with 20 staff per shift for 8 hrs and 12 staff per shift of 11 hrs?

Also, how do we plan for/handle scheduled annual leaves and unplanned sick leave or urgent leave?

Posted by sai — 14 Jun @ 3:12 pm

Post a comment







Subscribe to the free Call Centre Helper Newsletter
Google Plus page

Ultra guarantee ad
Button Adverts
Ultra guarantee ad

Latest Jobs
Newsletter
Click here for a FREE SUBSCRIPTION
to Call Centre Helper

free newsletter
Latest news
Directory
Poll
The last time you used an automated phone service (IVR), did it give you a menu option that accurately described your issue?



Popular Pages
Join the Discussion
 
call centre | call centre jobs | presentation | powerpoint templates | business helper