FTE required weekly with 90% SLA in 30 secs and 80% SLA in 20 sec

Topic Views - 393

FTE required weekly with 90% SLA in 30 secs and 80% SLA in 20 sec
How I can calculate the weekly FTE required weekly ( not interval) with different SLA. I know how to do it for capacity, but not by service level on weekly basic.


Call Centre Helper

Answer for FTE required weekly with 90% SLA in 30 secs and 80% SLA in 20 sec
Sorry no easy solution on this one. You will need to break it down by interval.

If you don't know this you will have to make a guess of the overall profile across the day. Section 2.2 of this report will give you a typical profile.

Many contact centres also start busy on a Monday and then this falls down across the week.
If you don't know the figures then as a starter you can use these percentages
Monday - 110% of an average day
Tuesday - 105% of an average day
Wednesday - 100% of an average day
Thursday - 95% of an average day
Friday - 90% of an average day

The rest of it you need to put into an Erlang Calculator

Do you have historical daily SL and utilization %'s?
What you can do is do a regression analysis seeing the inverse correlation between your daily SL's and your utilization numbers. I would assume you would have some historical days where your SL's were a bit lower than your goal.

So, essentially, you are trying to see if you can predict what your utilization will be on a given day by only knowing what your SL was. Should be a good correlation between the two. If you can do this, then you can apply it to a weekly look with each of your different SL goals. From there, you need to be able to apply the corresponding utilization % to the forecasted talk time and back into an FTE number.

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