how to calculate workload in call center



However, as you get closer and approach 3-6 weeks in advance, the weekly forecast should be adjusted since it was originally based on long-term data. There are proven call center forecasting methods for this.

The AHT forecast is essentially created in the same way as the call volume forecast:

May Contrast the in-person queue to waiting in a telephone queue. The idea is to build quickly so you can provide useful insight about the required number of full-time equivalents (FTEs), compared to how many FTEs are, or will soon be, available. Understaffing has a much more negative impact for callers. These are the callers that abandoned their calls due to long wait times in the last few days or weeks and will likely call again in the near future. As you get closer to the date, you should have updated business intelligence to help improve the accuracy of your forecast. 3,161 After creating call volume forecasts, the next step is to create the forecast for average handle time.
  • Business intelligence built-in: Anomalies in historical data caused by events such as marketing campaigns or billing process changes can be tagged as events. YoY growth in contact volume In this article, you learned about how important it is to get the right number of staff in place and what the implications can be for overstaffing and understaffing, as well as the basic steps of contact center staffing. Here are the 10 call center KPIs to foster a thriving customer-centric environment: 1. This is one of the most valuable productivity metrics. Check This Calculation. The arrival rate is the number of incoming calls per second.
  • Always up-to-date: Whenever new data becomes available, WFM software can re-forecast automatically to deliver higher accuracy. At 8:05, there may be 22 calls arriving, meaning all 20 agents are busy, with another 2 calls in queue. As some of the calculations are time-consuming, a spreadsheet tool like Excel can help automate many steps and reduce the likelihood of calculation errors.

    4,500 This will help boost the overall call center performance. Calculating Resource Requirements and Understanding Staff and Service Tradeoffs. With these call volume forecasts and some assumptions about average handle time (AHT), were ready to perform a simple calculation to arrive at staff workload. However, that isnt enough to successfully manage your call center. Liam Martin is a co-founder of Time Doctor which is software to improve productivity and help keep track and know what your team is working on, even when working from home. On the other hand, understaffing can mean lower personnel costs, but have the negative impact of unhappy callers and staff. You need to collect and analyze historical data which indicates the distribution of call volumes across the day. Aug Creating a new short-term weekly forecast will help you fine-tune staffing.Each time the weekly forecast is adjusted based on new information, you should document that change and provide the reasons why. Obviously, delay times increase as agents are subtracted, and service improves as staff are added. As employees are the core of an organization, their efficiency directly impacts a call centers overall productivity. The fewer the staff, the longer the caller will wait. We use a model called Erlang C that takes into account the randomness of the arriving workload as well as the queuing behavior (holding for the first available rep) of the calls. Also, read more about the here on the blog, which is used to calculate staffing for inbound calls.

    Nashville, TN 37205 Workload management is closely related to workforce management. Net Promoter Score (NPS) The Net Promoter Score or NPS reveals how strongly a customer feels about your services, and functions as a loyalty meter. The most common scenario for which we forecast is simply normal, day-to-day operations. The right match of staffing to trunking is essential for proper resource planning. Most of these use an Erlang traffic model as a foundation. Integrate with a range of workplace software like. Thats 1200 minutes or 20 hours of workload.
      That's led Live Reps to its best year ever, with the company on pace to make $3 million in revenue this year. These mathematical models are based on the arrival rates and usage patterns in telephone calling and there are variations of the Erlang formulae to equate with different types of telephone situations. Have you ever found yourself waiting hours for a customer service agent to answer your call? Most call centers simply use an average number for handle time across the board, which may be a dangerous assumption if theres significant variance. But service is not affected to the same degree each way, and this is a terribly important phenomenon to understand about call center staffing. Therefore, workload is calculated for each interval of the day so staffing levels can be increased or decreased throughout the day to get the just right number in place. Just download it as a PDF and read it offline, anytime, anywhere. Cost Per Call = (Total Operating Costs + Labor Expenses of the Business) / Number of Calls. Whats the point of handling thousands of calls if you cant provide quality customer service on any of them? Once both forecasts are built, multiply the call volume by the handle time to derive your workload forecast. The calculator works out number of call center agents using Erlang C formula for given call load and service level. 5,795 The basic formula to calculate cost per call is pretty simple. Third, use these monthly percentages together with the AHT (already calculated for the upcoming year) to determine the monthly AHTs for the year. It has been established that for 20 hours of work, more than 20 staff are needed. As some of the calculations are time-consuming, a spreadsheet tool like Excel can help automate many steps and reduce the likelihood of calculation errors. How do you calculate workload into the amount of FTEs needed? On the other hand, a high percentage of abandoned calls means your agents miss out on a lot of incoming calls which provides a negative customer experience. This assumes an Average Patience - also know as Average Time to Abandon (ATA). These definitions are service level and average speed of answer (ASA). Call center productivity plays a vital role in boosting your call centers growth.The more productive your agents are, the better their output, which ultimately leads to higher revenues. Part of setting a service goal will depend on what other alternatives are available for a customer. At one month out, you learn theres a change in the billing process that will likely result in customers calling in to ask questions.

      Try to gather data from the past 36 months to understand volume trends and seasonality patterns over time. Second, calculate the monthly averages for the AHT and compare them to the annual average AHT to determine the percentage deviation.

      Short-term forecasting is the input to the scheduling process. 2,000 Multiply 400 by 180 and then divide by 3600 (the number of seconds in an hour) to arrive at a workload of 20 hours or erlangs. A high satisfaction rate means your employees are being productive and working hard to satisfy customers. Track what your call center agents are working on during work hours.

      5,500 Ok, this isnt the tough math part yet. Hmm. It is typically stated as x% of calls handled in y seconds or less, for example, 80% of calls handled in 20 seconds or less. Summer 2021 Essentials of Contact Center Staffing: Calculations and Staffing Models for Workforce Planning By Penny Reynolds Workforce management plays a critical role in every contact center. Average handle time: The average time needed for a call, including hold times and after-call work.Forecasts for volume and handle time should be built separately, however they should both begin with the historical data collected by your contact center over the past months or years. With thanks to noah. Based on the average annual volume and the average volume per month, determine what percentage of the years contacts come in each month, on average. How Adherence Can Go Awry: Considerations for New Adherence Programs, Essentials of Contact Center Staffing: Calculations and Staffing Models for Workforce Planning, How to Use Behavioral Decisioning for More Flexible Scheduling, Society of Workforce Planning Professionals, LLC Customers are asked to rate how satisfied they are with their call center agent on a scale of 1 to 5 (or a similar scale that ranges from highly dissatisfied to highly satisfied). Forecasting Fundamentals The Art and Science of Predicting Call Center Workload The basis of any good staffing plan is an accurate workload forecast. info@swpp.org | vicki.herrell@swpp.org, Society of Workforce Planning Professionals, Fundamentals of Workforce Management Web Seminar Series, Calculations and Staffing Models for Workforce Planning. 4,500 This can skew your ASA levels, and once you deal with the unproductive agents, your ASA will return to a healthy level.
    1. If your center handles contacts from different markets, keep in mind that your callers may live in a country (or state) that has different public holidays than your native ones. If youre serious about improving the forecast quality and efficiency of your contact center, you may want to consider using professional WFM software. Mar 8.5% Its about how quickly they complete their tasks. Easter) resulting in different dates each year. For example, if half the calls go into queue and wait an average of 60 seconds, and the other half go to an agent immediately and wait 0 seconds, the ASA would be 30 seconds.
    2. We refer to this unproductive time as staff shrinkage and define it as any time for which staff are being paid but not available to handle calls. Feb With departments such as marketing, sales, billing, and operations participating, go through the events that had an impact on call volume in the past. To put it simply, call center productivity refers to the total work done by agents within a specific time. Caller Captivity. Using the full year forecast of 56,106 calls, the monthly volumes would appear as follows:

      24? Competitive Benchmarking. Successful call center operations depends on getting the right number of people for each period of the day to answer incoming contacts while accomplishing two objectives meeting desirable service levels and minimizing personnel costs. Additionally, you can also invest in workforce management and quality assurance software. If your center handles contacts from different markets, keep in mind that your callers may live in a country (or state) that has different public holidays than your native ones. Imagine you are planning in 15-minute intervals and on a typical Monday, 2% of calls arrive between 08:00 and 08:15.

      FTE: A staffing arrangement equivalent to one person working full time. Customer expectations have certainly risen when it comes to speed of answer expectations. 4,000 The final step is to calculate the number of staff required to achieve the target service level in each interval across the date range for which you want to create schedules. 4,741 Nov Additionally, this powerful tool offers tons of other features like work schedules, distraction alerts, and screenshots. 5,500 8.5% I have 2 questions: 1. Setting a speed of answer goal depends upon many different factors. More and more callers are basing their expectations and judging your service on their last, best service experience. The call load and FTE figures are examples only. And from a financial perspective, longer delays in queue mean higher telephone bills and the potential for lost revenue if callers abandon due to long wait times. Calls that arrive in a peaked pattern an all or nothing demand will require more staff than Erlang C might suggest and staffing requires another model called Equivalent Random Theory.

      But in order to determine the number of staff needed for each month, which is our ultimate goal, well also need to forecast average handle time (AHT). The purpose of the forecast is to predict workload so that we can get the right number of staff in place to handle it. So if your agents work 9 hours shifts and spend 7.2 hours on their daily tasks, call center productivity would be: Clearly, the above formula can provide an overall understanding of your agents productivity.

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      how to calculate workload in call center

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