Could someone please help me with the best practice approaches for forecasting FTE requirements for a 12 month period? (on a month-by-month level) My understanding is that Erlang would not be suitable for this.
Currently we use 2 approaches to get FTE estimates:
1.((Bookings forecast*Contact per booking)*AHT)/(Avg hours worked*Agent availability(%)*Agent Occupancy(%))
2. Bookings forecast/ Avg. Bookings per FTE
It would be great if someone could help with what other best practices in the industry are? Also, are there any tools available to help with more accurate forecasting?
We are trying to improve the accuracy of FTE forecasts at our call center, as a way to lower our cost/booking.
Thanks in advance!