Call center: Need to know occupancy required

5 pts.
Tags:
Call Center
Here are the numbers for our call center:
6000 calls
3min AHT
24/5 working days
Could someone please help me with occupancy required and shrinkage.

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  • ToddN2000
    Sounds like a class assignment... If that 6,000 is your current volume, how large is your current staff handling those calls? Other factors to consider are peak call times.  IF your looking for a general number it's just math and how large a time frame sample is the 6,000, daily, weekly or monthly? 
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  • Subhendu Sen
    How does it possible to say from this side? If it is 6000 calls, then what is measure average handling time? Did you refer 3 min aht as MAHT? If you meant so, then the formula is average handling time =(total talk time+total hold time+total wrapup time)/ no of calls handle, that is 6000 calls. Here/means divided by.
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