Capacity Planning Templates

Capacity planning is an important part of contact centre resource planning, but what can help with this?

Claire Walton asked our Community of industry professionals about this:

I am looking for details on Capacity Planning templates where I can input:

• Forecasted calls
• AHT
• FTE
• Abandoned calls target
• Utilisation percent

and it calculates the required FTE for any given period.

Use an Erlang Calculator

Your best approach would be to use the Call Centre Helper Erlang Calculator.

It does all of the above including abandoned calls.

The Erlang Calculator also has a weekly planner.

You Could Use a Monthly Forecasting Spreadsheet

It is also possible to use a monthly forecasting spreadsheet to assist with  your call centre’s capacity planning, demand and call volume forecasting processes.

We have a Monthly Forecasting Excel Spreadsheet Template that is free to download which produces reports you can use for capacity planning purposes.

With thanks to Jonty

This article was made possible due to the great community of experts we have at Call Centre Helper, to get involved just join our LinkedIn Community and and if you aren’t already make sure you are following us on LinkedIn to see our latest content.

For more articles on staffing and calculations, you should read these next:

• 20 Tips to Help Improve Your Capacity Planning
• How to Calculate Utilisation
• How to Calculate Occupancy in the Contact Centre

Author: Jonty Pearce
Reviewed by: Megan Jones