How Do You Define the Capacity Plan? What is Its Objective and Purpose

How Do You Define the Capacity Plan? What is Its Objective and Purpose

define capacity plan and it’s objective

Question asked by mohit

In A Contact Centre …

In a contact centre space, a capacity plan determines how many advisors you need to meet incoming contact volumes.

It’s objective is to ensure you can meet your service level and advisor occupancy targets, while managing costs at the same time.

With thanks to charlie.mitchell

How Do You Define the Capacity Plan? What is Its Objective and Purpose

1) How do you define the Capacity Plan? What is its objective and purpose

With thanks to Rajesh

Capacity Planning Concept

Capacity plan is the analysis of workforce capacity. It focuses on forecasting the gap between the capacity and demand for the workforce and has an action plan to bridge this gap.

The objective of capacity planning is simple to understand but complicated to perform. The workforce is the most important asset of many organizations. Therefore, managing their task engagement requires you to analyze their capacity and prepare a plan of action so that you optimally utilize your workforce. This was the crux of concept, there is more to understand about its different methods of capacity planning and their benefits.

With thanks to Aakash

Author: Jonty Pearce