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Workforce Planning

A collection of articles about Workforce Planning in the call centre.

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Workforce Management Guide

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The Power of One

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What Is Workforce Management (WFM) in BPO?

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How to Calculate Call Centre Agent Utilisation – the Formula

The Forecast Accuracy Formula

The Formula to Calculate Forecast Accuracy

Concept of Schedule Adherence

How do I Calculate… Schedule Adherence?

What Is the Difference Between Occupancy and Utilisation?

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What is Call Centre Shrinkage and How to Calculate It?

How to Calculate Absenteeism – including the Formula

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How to Calculate Occupancy in the Contact Centre

A Guide to Call Centre Forecasting

Attrition Rate and How to calculate it with person packing up desk

What is Attrition Rate and How to Calculate It

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8 Ways to Improve Schedule Adherence

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10 Ways to Kick-Start Your Adherence Improvement Strategy

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Is Your Scheduling in Need of an Overhaul? Try These 8 Top Tips

What Are the Contact Centre Service Level Standards?

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A Beginner’s Guide to Managing an Intraday Plan

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How to Calculate Schedule Inefficiency

The Latest Techniques for Call Centre Forecasting

Why Should Your Occupancy Rate NOT Exceed 85%?

How to Forecast With Limited Data

What Is After Call Work (ACW) and How Can It Be Improved?

How is Average Handling Time (AHT) Distributed? It is Not How you Think!

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Workforce Planning: 20 Fundamental Rules