Question: What is the minimum number of staff required for a 24-hour call centre?
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!
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).
Comment by Bob Hannon — 28 Aug 2008 @ 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
Comment by navdeep kashyap — 28 Aug 2008 @ 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.
Comment by jonty pearce — 29 Aug 2008 @ 4:46 pm
it depends on call volumes and after call/admin work.
Comment by Ben — 30 Oct 2008 @ 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.
Comment by Beverley Cragie — 30 Oct 2008 @ 4:23 pm
Is there any research regarding the 4 day 10 hour work week for call center employees the work by regions?
Comment by Angie Blair — 6 Dec 2008 @ 7:27 pm