FTE Calculation

Topic Views - 230

FTE Calculation
If I reduce my turn around time from 10 to 5 days with same AHT and working hours - would I need more FTE?


Call Centre Helper

In theory yes, but in practice no
It is difficult to answer this question without knowing more about the situation. Generally if you reduce your turn around time you will need more people.
But in practice you may find that if people know that they have to complete work in 5 days, not 10, then they may work harder and maybe smarter. But the overall impact would be much better customer service and less time taking enquiries asking what has happened to their case.

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