What is the formula to calculate the manpower requirement at a call center

10 pts.
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Call Center
Call Center metrics
What is the formula to calculate the manpower requirement at a call center, if the no.of calls are specified for example, as 50000 calls and defined AHT is 150 secs per call?

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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.

Discuss This Question: 3  Replies

 
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  • TomLiotta
    ...if the no.of calls are specified for example, as 50000 calls...
    .
    Over what duration? 50000 per year? Per week? Per hour?
    .
    Tom
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  • hunshabbir7
    If there are 50000 calls and average time for each call is 150 secs then total time will be 7500000 secs, which is equal to 2083.33 hrs. 2083.33 hours spread on 86.80 days and 86.80 days exists in 12.40 weeks. So it is about quarter of a year. So like Tom we need duration of time. per year? or what... 
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  • anjannandi
    Per Day
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