Call Center Management - Calculate the # of agents you need. (Volume 1 of 2)

Here is a formula that helps you determine how many agents you will need to answer all your calls or e-mails.
Each part of the formula is explained in simple language and we have included a sample spreadsheet to help as well.

[CareforCustomers]

The calculation @ 4:00 min mark is (300*120)/.85/3600. Or (Calls Offered X AHT)/Occupancy of 85%/ 3600 Seconds in an Hour. The result is 11.76 hours of Agent time to handle the calls.
Also, this is just for the "load" or the numbers of hours agents would need to work to service the calls.
This does not forecast service level or call arrival patterns. Thanks for all the comments.

See my related YouTube video on Workforce Management 50+ Tips to Remember When You Create Your Workforce Plan ->

[dalefxclub]

I think you need to factor-in shrinkrage (internal shrinkage) which is about 20-30% (these are the meetings, coachings, possible system issues agents may encounter.etc)..

[badihf]

What sla would that give to your 300 calls..what about shrinkage

[CodeNameLocust]

How do you calculate staffing for a month based not by a week ? I got used in computing in a week by (((volume x AHT)/3600)/40)/Occupancy, but how to do it if youre computing based of a month.

[sahilrajora]

Nice video.
Could you please assist how to add shrinkage in this formula (eg 20%)

[pacognovellino]

If its not too much trouble, can you share a Excel file with the formula?
Thanks

[jeremyclarkson]

Great and simple demonstration. 
just a simple question, where in the figure the number of agents to handle 300 calls in 11.76 hours is shown.
if not can you help with that please! 

[shamrinaveed]

Good video that you have uploaded and really useful for me

[firose]

Hi,
In this calculation you have mentioned just the hours required but no FTE nos. required, niethers service levels nor shrinkage is considered. Kindly help me with these two aspects and procedure of deriving a roster after you get the FTE count and have forecast ready.

[reginasibagatullina]

What should one do if a call center operates on single case ownership model? The same agent that answered the Phone is responding to any follow up Emails. In other words an agent is assigned to a case from start to finish. Erlang cannot be used, since it is queue based. Is there another method?

[coenkuo]

If i need to include occs, ptl, shrink in calculation. How would the formula/ calculation looks like to find the hc required based on forcast given?
Or to find the capacity based on hc and others data given?

[omarkhalidali]

Do you have a way to calculate demand forecast as per the historical data and the 50 points to consider when creating your plan?

[gurlio]

Hi,
I am working on a project for my company and I am trying to create an ideal staffing model for a small call center. How do you account for shrinkage? I would love your advice and tips!

[vijayugalmugle]

@ jai Sudan can it be explained more in a number count.

[davidjimenez]

How would you calculate the amount of FTE required for a week?

[ravic]

Hi Timothy,

Can you help me on your formula,
what is hours you mentioned at last in formula.

Can you help me how to calculate the number of agents with Erlang Abandon formula, it is urgent to me.

[restucanggihpratiwi]

how do i calculate the required number of email agents ?
and what factors must be required?

thanks

[nurmahammadsk]

Really good Calculation..could u please help me with.. How to make billing inInbound and outbound call center.?? Please I will be greatfull to you

[timothywaddell]

Here is the formula that I use to project staffing
(call volume*(1-abandon is it over

[zeinabelkady]

does any one know how to staff based on the abandoned % instead of SLA?