Staffing to 3 hours, 4 hours, 5 hours SLA

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Staffing to 3 hours, 4 hours, 5 hours SLA
Good evening all,

I am looking to gain some insight on staffing. We get in roughly 32,000 emails a week, AHT is 400 secs per, our shrinkage is at 35%, we do roughly 10 an hour, and I am looking to staff to 3 hours(10800 secs) 4 hours(14400 secs) and 5 hours(18000 secs). What would staffing look like for 3, 4, and 5 and hours back? How would I approach this?

Any help would be much appreciated


Call Centre Helper

Staffing would be roughly the same
For 3 4 or 5 hours the level of staffing would be very similar. You can plug the figures into the Erlang formula to give you a rough idea.

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