required FTE calculation (non-voice)

Topic Views - 3581

sinnedennis

Hi,

Can someone help me please.

I'm tryin to get the required HC/FTE per day using the below info.

Volume: 166 emails

AHT: 34 minutes

Occupancy: 90%

Bio Break: 10 minutes allowed per day

hours of operation: 9am to 6pm

Work Hours: 7.5

SLA: all emails must be processed on or before 5pm

note: Interval data not available (not possible to provide)

Thank you

15 Nov 2014 05:27:10

sushil10s

Sr Executive WFM

Dennis,

WL = 166*(34/60) = 94.07

FTE Hrs

After Occ = (90%*7.5) = 6.75

Excluding Bio-Break

=6.75*(1-(10/60/7.5))

=6.75*(1-2%)

=6.6

Agents Req = 94.07/6.6 = 14.25 (=15)

Ideally you must consider 6-10% of Shrinkage depending on how much your associates like/dislike the work culture which directly leads to absences (specially unplanned)

04 Dec 2014 12:01:14

Vikram Singh

Non Voice process - manpower requirement

Hi,
Can someone help me please.
I'm tryin to get the required HC/FTE per day using the below info.
Volume: 70000 Doc
AHT: 30 Sec.
Occupancy: 90%
Bio Break: 10 minutes allowed per day
hours of operation: 24*7
Work Hours: 7.5
SLA: all Doc must be processed on 6 Hrs

Thank you

Vikram Singh

04 Jan 2018 16:45:30

Jonty Pearce

Editor

Call Centre Helper

Have you tried the Erlang Calculator?

https://www.callcentrehelper.com/tools/erlang-calculator/

05 Jan 2018 12:56:35

sureshkumar R R

my opinion

Total volume 166
AHT 34
Total work time is 7:50 (HH:MM)
7*60 420
50
470
AHT 34
per person can complete 14
166/13.82
Agent required 12
12.01*14 166

20 Jun 2019 08:28:55

Jonty Pearce

Editor

Call Centre Helper

Be Careful with Occupancy

Be Careful with an Occupancy of 90%. This will lead to burnout and higher AHT.

Set the occupancy as a maximum of 85%.

20 Jun 2019 11:01:41

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