Staff Calculation For Outbound Team

Topic Views - 3156

Contact Strategy Manager

Vanquis Bank


Hi I am looking to calculate the staff required to penetrate a dialler file. So for example we open from 08:00 - 20:00 every day and would like to hit 15000 dials (around 150% penetration) and have an outbound AHT of 40 seconds (including all calls successful or unsuccessful) I am looking for how many staff I would need to hit 15k per day based on the above parameters.


workforce

IT


Brun it seems this is a blended call centre environment, is 15K 15000 customers in a day?

I may try to help you but most of my experience deals with inbound, however I have managed some smaller blended environments, I cant recall if your 15000k is equivalent to 15000 people?


WFM Analyst


Hi Brun,

15000 Volume Daily

40 AHT

600000 Total AHT

166.67 Hours Require

8 FTE / Prod Hours

20.83 FTE Require

But you will need to add in shrinkages and occupancy


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