FTE for an outbound service.

Topic Views - 211

FTE for an outbound service.
Please help me to understand how do I calculate the required FTEs for an outbound call center? I have the monthly workload, 10000 calls x 5 minutes as AHT = 50000 minutes/month. I have to consider utilisation and occupancy to get the available time to deal the calls or I have to calculate the FTE based only on monthly working hours (40 hours/week).Thank you.

50,000 minutes per m...
50,000 minutes per month is a relatively small team. Assuming a FTE has circa 80% occupancy that is 1920 minutes per week - assuming an average month - 4.33 weeks per month - that is 8,313 minutes per FTE per month - so about 6 FTE plus shrinkage needed.

The issue I would see is at those volumes, even diallers would have high number of repeats so the occupancy may need to be lower - maybe 60 - 70%. Calculation is the same.

If no dialler then you need to build in time for dialling and customers not answering - so occupancy could even be a little lower.

Hope that helps.

Want to add a comment?

Not found what you were looking for?

1. Try searching through our site.
2. Still not got an answer?

Why not ask the Call Centre Helper Community? Click here to ask your question