Comments on: Answers: What is the minimum number of staff required for a 24-hour call centre? http://www.callcentrehelper.com/question-what-is-the-minimum-number-of-staff-required-for-a-24-hour-call-centre-2039.htm The UK's most popular call centre magazine Fri, 10 Feb 2012 18:45:46 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: Priya http://www.callcentrehelper.com/question-what-is-the-minimum-number-of-staff-required-for-a-24-hour-call-centre-2039.htm/comment-page-1#comment-30488 Priya Fri, 28 Jan 2011 13:19:00 +0000 http://www.callcentrehelper.com/question-what-is-the-minimum-number-of-staff-required-for-a-24-hour-call-centre-2039.htm#comment-30488 How many minimum FTE's do we require for 24hrs call center? How many minimum FTE’s do we require for 24hrs call center?

]]> By: Angie Blair http://www.callcentrehelper.com/question-what-is-the-minimum-number-of-staff-required-for-a-24-hour-call-centre-2039.htm/comment-page-1#comment-5854 Angie Blair Sat, 06 Dec 2008 19:27:06 +0000 http://www.callcentrehelper.com/question-what-is-the-minimum-number-of-staff-required-for-a-24-hour-call-centre-2039.htm#comment-5854 Is there any research regarding the 4 day 10 hour work week for call center employees the work by regions? Is there any research regarding the 4 day 10 hour work week for call center employees the work by regions?

]]> By: Beverley Cragie http://www.callcentrehelper.com/question-what-is-the-minimum-number-of-staff-required-for-a-24-hour-call-centre-2039.htm/comment-page-1#comment-4596 Beverley Cragie Thu, 30 Oct 2008 16:23:55 +0000 http://www.callcentrehelper.com/question-what-is-the-minimum-number-of-staff-required-for-a-24-hour-call-centre-2039.htm#comment-4596 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. 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.

]]> By: Ben http://www.callcentrehelper.com/question-what-is-the-minimum-number-of-staff-required-for-a-24-hour-call-centre-2039.htm/comment-page-1#comment-4588 Ben Thu, 30 Oct 2008 12:36:57 +0000 http://www.callcentrehelper.com/question-what-is-the-minimum-number-of-staff-required-for-a-24-hour-call-centre-2039.htm#comment-4588 it depends on call volumes and after call/admin work. it depends on call volumes and after call/admin work.

]]> By: jonty pearce http://www.callcentrehelper.com/question-what-is-the-minimum-number-of-staff-required-for-a-24-hour-call-centre-2039.htm/comment-page-1#comment-1731 jonty pearce Fri, 29 Aug 2008 16:46:33 +0000 http://www.callcentrehelper.com/question-what-is-the-minimum-number-of-staff-required-for-a-24-hour-call-centre-2039.htm#comment-1731 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. 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.

]]> By: navdeep kashyap http://www.callcentrehelper.com/question-what-is-the-minimum-number-of-staff-required-for-a-24-hour-call-centre-2039.htm/comment-page-1#comment-1717 navdeep kashyap Thu, 28 Aug 2008 21:40:22 +0000 http://www.callcentrehelper.com/question-what-is-the-minimum-number-of-staff-required-for-a-24-hour-call-centre-2039.htm#comment-1717 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 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

]]> By: Bob Hannon http://www.callcentrehelper.com/question-what-is-the-minimum-number-of-staff-required-for-a-24-hour-call-centre-2039.htm/comment-page-1#comment-1714 Bob Hannon Thu, 28 Aug 2008 20:02:17 +0000 http://www.callcentrehelper.com/question-what-is-the-minimum-number-of-staff-required-for-a-24-hour-call-centre-2039.htm#comment-1714 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). 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).

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