How do you calculate call per FTE?
For each part-time employee, take the number of hours they are contracted to work and divide by the number of hours that make up an FTE in your contact center. For example, if someone works 24 hours and a full-timer works 40 hours, divide 24 by 40, i.e. 60%.
How do I calculate how many staff I need?
An easy way to determine this calculation is to take your annual revenue divided by your average annual employee count and divide by 12 for the number of months. This will give you a number that reflects the amount of income required to sustain the productive employee.
How do you calculate calls per hour per agent?
Calls per Hour Calculations Typically, the calls per hour calculation divides 60 by the agent’s average handle time.
How do you calculate staffing ratio?
HR-to-employee ratio is thankfully easy to calculate. Divide your HR team’s headcount by your company’s total number of full time employees, and then multiply that number by 100.
How is call offer calculated?
The calculation simply is (number of calls answered in Y seconds / total calls offered) * 100. (For example you have 5000 calls offered during a month and 4250 are answered within Y seconds: (4250/5000) * 100 = 85. So the desired Service Level was well met.
What is the Erlang calculator?
An Erlang Calculator is a mathematical calculation that allows you to calculate the number of staff that you need for a given number of calls, to meet a given service level. It is based on the Erlang C formula (a derivative of the Poisson distribution) that was designed by the Danish Mathematician A.K.
How do you calculate staffing ratios?
Follow the same process for determining your FTE support staff. Then, divide the number of FTE support staff by the number of FTE physicians. This quotient is your staffing ratio. For example, 15 FTE support staff divided by 3.5 FTE physicians = 4.3 FTE support staff per FTE physician.
How is workload capacity calculated?
The formula: task x time (to perform task) x frequency = basic workload. This is a fairly simple way to calculate the basic workload of most facilities.
How is chat per hour calculated?
They will have 125 chats per hour (1000 chats per day divided by the 8 hour chat availability period) So Omni Wear will need 6.25 agents (25 agents can solve 125 chats per hour at 12 minutes a chat. 6.25 agents can solve that number if they serve 4 chats at a time)
How do you calculate average calls per day?
Add up the calls every day for a week or a month. Then divide by the number of days.
How is abandon rate calculated in a call center?
Calculating the right call abandon rate helps evaluate the call center’s effectiveness. Divide the number of abandoned calls by the total number of calls. For example, if your contact center receives 1,000 calls and 50 are abandoned, your abandon rate is 5 percent.
What do the staffing calculators not consider?
The calculators don’t consider absences, court-time, or training time-off, but they will show you the minimum staffing requirements. Coverage. Determine what coverage levels are possible with your current or future staff sizes. Shift length. Explore the staffing and coverage implications of different shift lengths. Overtime.
How do you calculate the number of staff you need?
All you need to do is put in the number of calls (it also works reasonably well with emails) per half hour and the service level that you want to achieve. The calculator then works out the number of agents that are needed to meet that service level. The staffing calculator uses a very clever statistical calculation called the Erlang C formula.
What is this contact centre staffing Erlang calculator?
This contact centre staffing Erlang calculator is a hybrid model based on both the Erlang C formula the Erlang A formula. The Erlang C formula was invented by the Danish Mathematician A.K. Erlang and is used to calculate the number of advisors and the service level.
How does ererlang calculate the total number of employees?
Erlang calculates the staffing in each half hour in a typlical week based on aht, IT help line call profile (just taken a week to be the monthly calls divided by 4) and service level required. Added up and uplifted by the shrinkage percentage to give the total employed figure, then divided by 37.5.