Actual FTE required

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Actual FTE required
Hi, How do you work out the actual FTE required using monthly historical data?
Do you use actual occupancy and actual shrinkage stats in your formula (Volume*AHT/(1-Shrinkage)/occupancy/178.5/3600)
I find that the actual occupancy stats is lower than planned (65%) and when if I use the actual occupancy IT inflates the FTE required?

You should be using ...
You should be using occupancy and shrinkage stats in your calculations, but not like that.

We have now written a comprehensive guide to calculating staffing numbers - it covers all aspects of how to work out the number of staff that you need:

https://www.callcentrehelper.com/how-to-work-out-how-many-staff-you-need-in-a-contact-centre-96591.htm

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