call center capacity planning formula

A systematic approach to forecasting workload, calculating staff requirements, and creating staff schedules must be in place for the call center to reach service goals and operate efficiently. Call center shrinkage is a measure of how much time is lost in the call center because of things like bathroom breaks, call backs, paperwork, team meetings or training. This contact centre staffing Erlang calculator is a hybrid model based on both the Erlang C formula the Erlang A formula. Finding the right data. So here is the formula we occupancy in your center; suggest you use to calculate. 40 x 10 = 400 hours. 40 calls were abandoned after 20 seconds. Used for specifying available capacity and scheduling structures. Type. This Scrum-specific capacity planning template is ideal for Scrum masters and team members alike. The following are illustrative examples. talk time + hold time + wrap time/talk time+ hold time + wrap time + avail time. Next, we know that ASR represents relation between all call attempts and good calls, so: All calls = Good calls / ASR. These are factors that good support managers understand intuitively, but a little math goes a long way towards quantifying those intuitions. Step 3: Update the resource requirements. . All the resources will have enough capacity to meet the demand. Definition. The calendar period needs to comfortably cover the due dates minus the offset days. ½-hour interval i 5 L O L P work arriving during i 7 Tutorial, basic model. To forecast the number of staff you need, there are a number of metrics you need to pay close attention to. Capacity analysis is the process of modeling the capacity of infrastructure, facilities, processes, services and machines. Example: A company has 10 employees. The call abandonment rate would thus be 5%. The computation is using the function ErlangCsrv which takes 4 arguments: first m the number of agents, second u the traffic intensity, third t the average call duration and fourth tt the target time. Call volumes. Capacity Management. So, it enhances the production department's overall equipment effectiveness, run rate, availability, utilization, and efficiency of the production resources. Too often, contact centers focus their QA attention on voice calls, but how agents interact via email . It has 2 shifts of 12 hours each day. You have to come up with estimates about workload based on information you collect from the business. The average handle time (AHT) is made up of two components: actual conversation or talk time plus any after call wrap-up time associated with the call. They show the shift periods over which the work center is available. (18.55/.9 = 20.6 or 21 staff). For example, you might receive a consistent number of new records each month, and know that every call takes 2 minutes on average, excluding agent break time. Call center staffing is about balancing customer service goals with . A model call center shrinkage calculator can help you in going with the process. 5 Examples of Capacity Analysis. number of good calls = Total minutes / ACD. This article explains how to use the Erlang C formula in the R language to manage a contact centre. In essence, it is about assigning the right employees with the right skills to the right job at the right time, to meet demand. CC-Excel installs nine functions into Excel for call center staffing and performance analysis: Estimates the number of agents you need to handle incoming calls within specified service level parameters. Review the planner section to see issues with the resource needs. The budget process will put you squarely in front of your CFO. But the foundation upon which your call center capacity is built is the budget. You're probably already familiar with FTE, but if you are experiencing a lot . There are three components to a capacity model: frontline needs, supporting the frontline, and the movement of people. Used for modelling costs incurred by operations. Uses. 2. The following details and the shrinkage calculator are necessary to aid you in calculating the overhead /shrinkage for your call center: Number of hours for a full-time equivalent (FTE) Total statutory holiday. Call center analytics is the process of tracking relevant contact center data to identify insights that will lead to improved customer support and increased satisfaction with the help of professional reports and interactive dashboards. Microsoft Excel | Google Sheets. Tickets Per Hour. When capacity planning, understanding the total demand on your teams is critical to avoid overcommitting. Each employee works 40 hours per week. But the foundation upon which your call center capacity is built is the budget. By performing this sort of work breakdown you can get baseline numbers you can multiply together to get . For instance, an intensive JavaScript application reduces call capacity and VVB with HTTPS has a lower call capacity than with HTTP. This means it assumes no abandonment in the queue and that calls will arrive according to Poisson distribution. Parameters, resources, and requirement spreadsheets are the input sheets while the dashboard and calendar are the . In our example, this is ( (860)/1000))*100% = 86%. Formula #1. It multiplies the number of work days per month with the entered percentages. 1. Please note, this is a spreadsheet based in Microsoft Excel. Overview: Service Capacity. Here it is broken down in the formula: 108 total calls - 8 calls terminated within 5 seconds - 95 calls answered = 5 calls abandoned. Max Average Speed of Answer (sec): The average time, in seconds, that calls can wait in the service queue before being answered (e.g., "10 sec") You can enter this information in our staffing calculator by clicking the "Change Input Parameters" button. Estimates the number of calls that your inbound call center can handle within specified service level targets. Capacity planning takes everything into account to ensure there are no hiccups along the way. (Aksin, Armony et al. The volume that a service can handle while meeting objectives in areas such as quality and performance. Pivot tables, which enable quicker analysis when amalgamating values. 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. (18.55/.9 = 20.6 or 21 staff). Lyngby October 30, 2009 Technical University of Denmark Informatics and Mathematical Modelling Building 321, DK-2800 Kongens Lyngby, Denmark Phone +45 45253351, Fax +45 45882673 reception@imm.dtu.dk www.imm.dtu.dk IMM-PHD-2009-223 Preface Capacity Utilization Rate = 75 %. It's very satisfying to build your own planning spreadsheet from the ground up. However, quality is not part of productivity and the two measures should be kept separate from one another. critical function of call center management because up to three-fourths of call center operating costs are related to staffing. Enter the number of calls received during each hour in the boxes of the Calls column. Please explore our new Erlang Add-in for Office 365. At its core, Erlang C allows you to model the relationship between staffing, call volume, and response time. Don't reinvent the wheel. And he or she Capacity planning for a new solution is really tricky. This is because contact centre and BPO effectiveness is generally made up of 50% productivity and 50% quality. IMM-PHD-2009-223 Ph.D. Thesis Call Center Capacity Planning Thomas Bang Nielsen DTU Kgs. Used for defining persons and machines involved in operations. So, for example if there are 20 working days in May and John works on the project for 20% (0,2) of the time, then the Excel calculates 20 days x 0,2 and does so for every month to get the total effort. The implementation of the unprocessed data and calculated value is very easy: The . Accomplishing this objective requires accurate analysis and management 4.at many levels, from long-term planning to intraday staffing adjustments. We are divided this model into three separate worksheets for the template, the main sheet, the input section and the calculation area. effective call center management. Instead, the capacity planner uses the SUMPRODUCT formula. The three types of capacity planning make sure you have enough, but not too much, of three major resources for both the long- and short-term. Decision-making around hiring becomes much easier when you know what skills and people are available within your organization. Blog. Effective contact centre workforce planning is one of the most important prerequisites for boosting customer satisfaction, employee retention and cost efficiency. Empirical analysis of call center data is given in (Brown, Gans et al. Now you know that if you schedule 200 people, but 20 percent can't answer phones for various reasons, the remainder available will be 160, and the phones will be adequately covered. 64 3.2 Management guidelines for a productive call center 3.2 Management guidelines for a productive call center Call centers need to tread the thin line between improving service, sales, and revenue on the one hand and controlling costs on the other. How can you determine how many agents you may need active at any given time? Most often Erlang C is used to estimate required staffing for a given target response time and . And he or she Product capacity planning. Capacity Planning Dashboard - Summary Metrics - After Optimization . By using the formula of capacity utilization rate, we can calculate -. ACD = Total minutes / Good calls, i.e. This approach is extended with a Monte Carlo . The productivity factor will vary depending on the type of work done. At its core, Erlang C allows you to model the relationship between staffing, call volume, and response time. You can analyse up to five hours. The service level rate of 86%. Often call centers have a bad reputation for long waiting times, repetitive explanations, and non-resolved issues. Ensure that the average overall CPU usage is less than 65 percent. The productivity factor will vary depending on the type of work done. For example, with a 20% shrinkage rate and 160 call center agents on the day shift, you would divide 160 by (1 minus 0.2), for a total of 200. Average handle times. The Resource Planning tool automatically pulls employee timesheet data into your grid to alert you to potential overservicing, overspending, and overwork before it becomes a problem. we are going to have 30 or 3000 call center reps, 1 or 12 managers, etc. 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. A work center can be maintained using TC CR02. This article explains how to use the Erlang C formula in the R language to manage a contact centre by calculating the number of agents needed to meet a required Grade of Service. The presented code calculates the number of agents needed to meet a required Grade of Service. Related Concepts. This was just an illustration of how to use the template to modify capacity and demand. You'll want to plan weeks, months, or even a year in advance. Calendars give capacity planning it's capacity. Thus, production capacity planning template excel is useful for monitoring and capacity management. SUMIFS, COUNTIFS and the various LOOKUP functions to sift through the mountains of data you'll be processing. With capacity planning tools, you get a visual of pending tasks, who's booked, and skill gaps that need filling. Practical staffing with Excel In the previous sections, we have seen how to compute useful indicators to analyze the call center activity. Capacity Utilization Rate = 60,000/80,000. The budget process will put you squarely in front of your CFO. These are factors that good support managers understand intuitively, but a little math goes a long way towards quantifying those intuitions. 3 of them are input sheets require the data from the user to automatically calculate the output in the rest of the two sheets. If a call center receives 108 calls, with eight calls terminated in five seconds and 95 calls answered, that would equal five calls abandoned. If each employee needs to handle 120 telephone calls each day and each call takes 1.50 minutes, then the cushion is calculated as follows: Total capacity = 5 hours x 60 = 300 minutes Utilized capacity = 120 x 1.50 = 180 minutes Capacity utilization = Capacity utilized / Total capacity Capacity utilization = 180 / 300 = 60% Capacity cushion . Then the call center staffing calculator will summarize the daily call center . Erlang and is used to calculate the number of advisors and the service level. It's simply the number of forecast calls for an hour multiplied by the average handle time of a call. Queuing methods determine . You get to figure out where the errors are in your process and it won't be in just one place. To understand the application of capacity utilization, we need to take an example. To gain a better grasp on how each applies to the planning process, let us take a closer look at each one individually. CCmath B.V. Rembrandtweg 665 1181 . Monitor All Channels. Is an area where operations are executed. Our original call center calculator, powered by the Erlang B and Erlang C traffic models, helps you work out how many agents you need in your call center and how many trunks (lines) it needs to handle those calls. In back-to-back outbound calling, however, you must factor in this time. A work center can be created using TC CR01. The first step to improving quality scores in your contact center is to monitor every channel. First, you need to understand the Full-Time Equivalent or FTE of employees. Then enter the requirements for that resource in weeks. For more of the basics on call centre shrinkage, read our article: 2 Minutes on… Shrinkage The Shrinkage Formula The contact centre shrinkage formula calculated by adding the total hours of external shrinkage and the total hours of internal shrinkage, then dividing this by the total hours available, before multiplying the result by 100. Can be used for either call, email, or chat volumes. = (100% - 66.67%) = 33.33% slack. Solver, for basic optimization. The simplest formula for calculating call center service levels is the following: number of calls answered within threshold / total calls answered * 100%. John Spacey, September 14, 2017. You need to create a capacity model as part of your capacity planning. This approach is extended with a Monte Carlo situation to understand . Planning for the right level of labor capacity is critical to meeting a wide range of business objectives - from maintaining customer satisfaction to meeting cost objectives. 5 / (108-8) * 100. Contact us. While call centre productivity measures can be good, it is important to also measure quality. Or you might be able to use a formula such as "calls required = (conversions required)/ (conversion rate)". In this case, you can skip to forecasting staffing requirements. Call center capacity planning is about best aligning your call center resources (agents) to the level of work you anticipate coming in at a given time, all while best utilizing agents' time and optimizing customer satisfaction. Here is the link https://www.callcentrehelper.com/tools/erlang-calculator/ Shrinkage, which is represented by a percentage, is used to calculate how many agents should be scheduled to work a shift so that all calls can be answered in a timely manner. Call centre workforce planning is a complex activity that is a perfect problem to solve in R code. Across the contact centre industry this process . An important caveat to know about the Erlang C formula is that it's built upon a simplified picture of a call center traffic model. A common challenge while capacity planning is focusing too much on the growth side . I.e. A resource planning formula will use several important variables. 10 calls were abandoned within 5 seconds. Now when we have a total number of calls per day and we know number of seconds in a day, we get CPS = All calls / 24 / 60 / 60. He has managed both national and global operations . With that being said, quite a few Erlang calculator tools can be found online—many of them free to . Finally, I provide a formula that tests the accuracy of your capacity-planning model, which is where the fun begins! The example here shows the calendar for a single work center. Start your free trial and find out the convenience of this one-of-a-kind tool! Can be used for either call, email, or chat volumes. For each project, start entering the project name, project phase and select the resource type. Service level goal. Waiting-time standards drive capacity requirements: • ASA = average speed of answer E[wait] • TSF = telephone service factor (or service level) P{wait ≤ T} • Fraction of calls abandoned before served Planning for capacity breaks down into three steps: determining capacity requirements, analyzing current capacity, and planning for the future. An IT support desk can handle 12 tickets per hour while delivering its SLA such as a mean time to repair target. Using FTE and Resource-Based Capacity. From the above, we can also find out the slack of XYZ company during the last financial year of 2016. Most often Erlang C is used to estimate required staffing for a given target response time and . Capacity is the maximum output of an item based on its design or constraints such as available resources. If the customer support provided by your contact center is omnichannel, then so should your monitoring system and practices. With the online Erlang calculators, you can make quick capacity and forecasting calculations. It wont' be easy but don't get discouraged. By using the formula of capacity utilization, we get: - Capacity Utilization = Actual Output / Potential Output * 100; From the above, we can also find out the slack of Funny Stickers Co. during the last month of 2017. Let's do a quick example, Tom . Further, the key outcome of using a production capacity template excel spreadsheet is . This long term capacity plan allows you to easily compile your weekly forecasted call volumes, AHT's, and shrinkage numbers to create a visual plan of when you need to hire and when you can plan extra off the phone activities. Call Abandons are calculated using the Erlang A formula which was devised by . 1. Working hours in a day = 8 hours Working days = 5 days Total shrinkage = 20% Calls per hour per week = 480 With thanks to Nana Use the Weekly Planner The Erlang Calculator also has a weekly planner. Call centre workforce planning is a complex activity that is a perfect problem to solve in R code. At a high-level, work can be looked at in two general categories: maintain the business and grow the business. Capacity planning in call centres involves short term operational decisions, as w ell as . Please help in computing call capacity per week with this given data. In back-to-back outbound calling, however, you must factor in this time. A work center is plant-specific. The concept of resource capacity planning template resolves around 4 - 5 spreadsheets integration. It is one of the easiest ways to build a clear and structured model. Do you prefer making calculations in Excel? The call capacity of Cisco VVB is based on the call support for ASR or TTS activities and on the type of VXML application. Download Scrum Capacity Planning Template. effective call center management. Call centers are examples of queuing systems; calls arrive, wait in a virtual line, and are then serviced by an agent. Call centers are often modeled using the M/M/N queue, or in industry standard terminology - the Erlang C model. Please note, this is a spreadsheet based in Microsoft Excel. Best practice #2: Understand overall demand. Richard Sykora has more than 25 years' experience in customer service and call center operations. A more ambitious goal of 90% of calls answered within 10 seconds would require just two additional agents. Using the example above, 80% of calls answered (for service level) within 20 seconds (for target answer time) would require 17 agents according to an Erlang calculator. This long term capacity plan allows you to easily compile your weekly forecasted call volumes, AHT's, and shrinkage numbers to create a visual plan of when you need to hire and when you can plan extra off the phone activities. medium-long term managerial ones (Gans et al., 2003). And in this context, "planning" is the act of scheduling employee hours against a fixed or expected amount of work. 2005). Assuming 90% productivity, divide 18.55 by .90 to get the number of staff needed to handle the outbound calls. . The target utilization rate can vary in each organization. When the proper balance is struck by effective management of the call center, the 2007). A product capacity plan ensures you have enough products or ingredients for your deliverables. ClickTime helps thousands of businesses plan employee hours, track time, and manage budgets. Capacity Utilization Rate = (Actual output/Maximum possible output)*100. The biggest contributor to your variance will most likely be shrinkage. Call center Excel functions. We have 185 hours surplus capacity and are at 93% utilization. Total vacation days /year. Accomplishing this objective requires accurate analysis and management 4.at many levels, from long-term planning to intraday staffing adjustments. The Erlang C formula was invented by the Danish Mathematician A.K. Capacity Planning that Works for Any Industry. FTE is a unit of measure that indicates the amount of capacity or availability of an individual to work during a specified time period. Assuming 90% productivity, divide 18.55 by .90 to get the number of staff needed to handle the outbound calls. Call Center Optimization. Estimate and measure each task and the amount of time required for each project, and easily manage all team tasks to improve your Scrum team's performance. Our strategic workforce planning solutions provide predictive models and planning tools for operations groups, retail staffing or call centers, providing the insight you . 1. Capacity is often measured in hours available to be worked by employees. This should include everything from the start of the call to the point when the agent has finished wrapping (their post-call tasks). Detailed instructions to create call center template: 1. .

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