FTE requirements for an Email Queue with

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FTE requirements for an Email Queue with
Hello,

We're trying to set up a capacity plan on our new program which handles email queue.
- Resolution Time is 24 hours but some emails may take months due to several follow ups with different departments.
- No AHT. Agent handles an average of 30 pending emails per day.
- An agent can complete/close 10 emails per day.
- 30 % of emails can be closed in 24 hours while the remainder takes months.
- Average emails per week is 500.

Can someone help how we can better calculate the FTE requirements? Thank you!

Helper

Call Centre Helper

An agent can complete/close 10 emails per day
Unless I am missing something you say that an agent can complete/close 10 emails per day.

You also say that you get 500 emails per week.

That would infer that you need 500/10 = 50 agents to handle the workload. If you then apply 35% shrinkage (to deal with holidays meeting and other tasks) you would need 50/ (1- 0.35) = 77 Agents

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