Monthly Head Count Model

Topic Views - 2287

Monthly Head Count Model
Hi, Im looking for some help around monthly staffing need. Currently we use historic volume with inputs around shrinkage, Efficiency, Occupancy and adherence to build our FTE need for each month. I've been asked to put a view together using the Erlang formula but after looking into it I dont believe a monthly head count can be put together using the formula? Has anyone out there ever done this before?

That sounds like a g...
That sounds like a good method, but you can check out the following article to find some more tips for perfecting your model:

https://www.callcentrehelper.com/how-to-work-out-how-many-staff-you-need-in-a-contact-centre-96591.htm

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