Seat utilization and manpower requirment formula for call centers

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Call Center
Call Center metrics
What's the seat utilization and manpower requirement formula for call centers, specially for domestic call centers?

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You will be able to decide on them upon doing your call center forecast.

According to the number of staff needed you need to work out the weekly schedule according to the maximum number of staff you will need to consider the number of seats need.

And I advice you from experience to consider 20% more in addition to the floor supervisor any Quality staff

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  • Swapnadayal
    What do you meant by Billed hours?
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  • PrakashIyer
    How do i calculate seat utilization for a international process
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  • ToddN2000

    Step1:
    Calculate the call handling capacity of an executive (CHC)
    CHC= (Staffing time * Occupancy%) / ACHT
    For example if you have to calculate CHC of an executive with staffing time of 400 minutes/day and ACHT of 10 minutes, working at an occupancy of 80% then
    CHC = (400 * 80%) / 10 = 32

    So, an executive will be able to handle 32 calls in a day. Keep in mind, both Staffing Time and ACHT have to be in same time unit i.e. minutes or seconds.

    Step 2:
    Calculate required manpower in a day(RMP)
    RMP= FC / CHC
    For example if the daily forecast is 3200 calls and CHC is 32 calls then
    RMP= 3200 / 32 = 100
    So you will need 100 executives present to take calls to cater to this call volume.

    This is a linear calculation which can be used for both inbound and outbound call centers.

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