How to Cost Overstaffing
Find out how much revenue your agents generate from their sales and service in a typical hour or a typical day. You should be able to get this number from the finance department. Then compare what it cost to run the contact centre from an hourly or daily perspective. Don't just count agent wages but also include supervisors, managers, payroll cost, benefit-cost, taxes, facilities costs, technology costs, and so forth. These are all real costs needed to operate the centre. Once you have the two numbers side by side, you can show that to the management team. Very few businesses can afford a considerable amount of idle staff, which will happen when you have a 100% service level. Good luck.