Do you get confused when calculating how many staff you need in a call centre, which is open 24 7?
Below, we present advice sent in by our readers, on how to schedule shifts.
I would like to check on what is the minimum number of staff required for a 24-hour call centre with 2 staff per shift?
And what should the ideal hours be like? (based on a 40-hour work week)
E.g. 7am-4pm, 3pm-12midnight, 11pm-8am, etc.
Also, how do we plan for/handle scheduled annual leaves and unplanned sick leave or urgent leave?
Absolute bare minimum would be 4.2 FTE on paper if you wanted to stick to no more than 40 hours per week.
24×7 = 168 hours per week to be covered. 168/40 = 4.2 FTE
Bear in mind that with a staff of 5, that only leaves 32 hours per week available for vacation/sick coverage but it can be done.
Answer thanks to Chris.
We are running 24*7 9hrs shift Call Centre with 19 desks and 40 agents want to manage shift and Week off.
Answer thanks to Ahmed Shaikh.
Simplest way for me is to base it on there being 14 shifts each week and each staff member works 3 shifts per week so you need 5 staff to cover 15 shifts roughly.
Answer thanks to Nel.
Minimum number of staff…use 12 hour shifts. You only need 4 teams so in theory you only need 4 people to cover 24×7. If you use a 8 hour shift you need minimum of 6 teams so you need at least 6 people.
Answer thanks to Rob.
First of all the question is; how busy is your call centre going to be, if it is going to busy, mean every agent receives a call after 2 minutes then you will need 40 Agents to work day shifts 07h00am –16h00, 08h00 – 17h00, 09h00 – 18h00.
Then Night shift you can have 15 – 20 Agentsand schedule then accordingly. All in all you will need 60 Agents.
Answer thanks to Filita Macdonald.
No research, however some experience with both 10 hour vs 8 hour shifts revealed regardless of shift length, productivity drops off after 6 hours….so why would I pay for 4 hours of non-productivity vs 2? 8 hour shifts also allows for more days of coverage rather than more unproductive hours in one day.
Answer thanks to Louise.
Answer 7: Use and Erlang Caclulator
There is no real solution for mapping out the call arival pattern across the week. Once you have added in the call arrival patterns you can use an Excel Spreadsheet with and Erlang C Calculator to calculate the number of agents required in your contact centre.
Answer thanks to Jonty.