Calculate manpower requirement in contact center  Tags:
Contact center
How do I calculate the manpower requirement for a contact center, if the number of calls is 30000 and AHT 5 minutes at 80% service level?

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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.

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