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    Occupancy Calculations: 1 2 3 4 Total Month 1 Month 2 Month 3 Month 4

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    Sebastian Castañeda
    The document contains occupancy calculations and staffing projections for a contact center over a 28 month period. Staffed and actual occupancy remained around 76-78% each month. Billed occupancy increased from 54% in month 1 to around 75% by month 28 as staffing increased over time. The weighted average handle time decreased from 490 seconds in month 1 to 350 seconds by month 5 as agents gained experience. Staffing was projected to increase from 26 FTE in month 1 to 91 FTE by month 28 to meet forecasted volume and reduce variance.

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    Occupancy Calculations: 1 2 3 4 Total Month 1 Month 2 Month 3 Month 4

    Uploaded by

    Sebastian Castañeda
    31 views5 pages
    The document contains occupancy calculations and staffing projections for a contact center over a 28 month period. Staffed and actual occupancy remained around 76-78% each month. Billed occupancy increased from 54% in month 1 to around 75% by month 28 as staffing increased over time. The weighted average handle time decreased from 490 seconds in month 1 to 350 seconds by month 5 as agents gained experience. Staffing was projected to increase from 26 FTE in month 1 to 91 FTE by month 28 to meet forecasted volume and reduce variance.

    Original Description:

    Capacity Planner for Call Center

    Original Title

    Capacity Planner

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    © © All Rights Reserved

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    The document contains occupancy calculations and staffing projections for a contact center over a 28 month period. Staffed and actual occupancy remained around 76-78% each month. Billed occupancy increased from 54% in month 1 to around 75% by month 28 as staffing increased over time. The weighted average handle time decreased from 490 seconds in month 1 to 350 seconds by month 5 as agents gained experience. Staffing was projected to increase from 26 FTE in month 1 to 91 FTE by month 28 to meet forecasted volume and reduce variance.

    Copyright:

    © All Rights Reserved
    Download as XLSX, PDF, TXT or read online from Scribd
    Download as xlsx, pdf, or txt
    31 views5 pages

    Occupancy Calculations: 1 2 3 4 Total Month 1 Month 2 Month 3 Month 4

    Uploaded by

    Sebastian Castañeda
    The document contains occupancy calculations and staffing projections for a contact center over a 28 month period. Staffed and actual occupancy remained around 76-78% each month. Billed occupancy increased from 54% in month 1 to around 75% by month 28 as staffing increased over time. The weighted average handle time decreased from 490 seconds in month 1 to 350 seconds by month 5 as agents gained experience. Staffing was projected to increase from 26 FTE in month 1 to 91 FTE by month 28 to meet forecasted volume and reduce variance.

    Copyright:

    © All Rights Reserved
    Download as XLSX, PDF, TXT or read online from Scribd
    Download as xlsx, pdf, or txt
    You are on page 1of 5

    1 2 3 4

    Occupancy Calculations Total Month 1 Month 2 Month 3 Month 4


    Billable Volume 87176 20726 42239 63622 67592
    Staffed Occupancy 78.37% 76.14% 75.59% 76.28% 76.32%
    Actual Occupancy 78.17% 76.14% 75.59% 76.28% 76.32%
    Billed Occupancy 74.64% 54.38% 55.97% 58.77% 63.71%

    Sample Template Month 0 Month 1 Month 2 Month 3 Month 4


    Volume Forecast 62105 64580 67570 70255
    Call Capacity 20726 42239 63622 67592
    Variance (41379) (22341) (3948) (2663)

    Weighted AHT 490 473 454 419


    Target AHT/Billable AHT 350 350 350 350
    Shrink(Floor Shrinkage) 4% 4% 4% 4%
    Shrink(Absenteeism) 12% 12% 12% 12%
    Total Shrinkage 16% 16% 16% 16%
    Occupancy from Erlang 76.14% 75.59% 76.28% 76.32%

    FTE Required 76 77 77 74
    FTE Projected 26 50 72 71
    Variance (51) (27) (4) (3)

    Hiring Batches 30 30 27
    Month 1 26 26 23 0
    Month 2 0 25 25 22
    Month 3 0 0 24 24
    Month 4 0 0 0 24
    Month 5 0 0 0 0
    Projected FTE 26 50 72 71

    AHT Learning Curve 350 350 350 350


    Month 1 140% 490 490 490 490
    Month 2 130% 455 455 455 455
    Month 3 120% 420 420 420 420
    Month 4 110% 385 385 385 385
    Month 5 100% 350 350 350 350
    5 6 7 8 9 10 11 12
    Month 5 Month 6 Month 7 Month 8 Month 9 Month 10 Month 11 Month 12
    72865 75310 76905 77445 77585 77725 79080 80140
    76.95% 76.88% 77.05% 77.37% 77.12% 77.40% 77.28% 77.38%
    76.95% 76.26% 76.44% 77.24% 76.85% 77.39% 77.25% 77.17%
    70.09% 73.92% 76.05% 76.20% 75.02% 75.74% 74.85% 74.66%

    Month 5 Month 6 Month 7 Month 8 Month 9 Month 10 Month 11 Month 12


    73555 75310 76905 77445 77585 77725 79080 80140
    72865 75921 77524 77577 77864 77727 79114 80353
    (690) 611 619 132 279 2 34 213

    384 361 352 355 359 358 361 362


    350 350 350 350 350 350 350 350
    4% 4% 4% 4% 4% 4% 4% 4%
    12% 12% 12% 12% 12% 12% 12% 12%
    16% 16% 16% 16% 16% 16% 16% 16%
    76.95% 76.88% 77.05% 77.37% 77.12% 77.40% 77.28% 77.38%

    70 68 67 68 69 69 71 72
    70 68 68 68 69 69 71 72
    (1) 1 1 0 0 0 0 0

    1 2 3 1 4 3 2
    0 0 1 2 3 1 3 3
    0 0 0 1 2 2 1 3
    22 0 0 0 1 2 2 1
    24 22 0 0 0 1 2 2
    24 47 67 65 64 63 62 63
    70 68 68 68 69 69 71 72

    350 350 350 350 350 350 350 350


    490 490 490 490 490 490 490 490
    455 455 455 455 455 455 455 455
    420 420 420 420 420 420 420 420
    385 385 385 385 385 385 385 385
    350 350 350 350 350 350 350 350
    13 14 15 16 17 18 19 20
    Month 13 Month 14 Month 15 Month 16 Month 17 Month 18 Month 19 Month 20
    81530 83535 83895 84130 87610 87713 91835 92075
    78.01% 77.69% 77.97% 77.74% 78.30% 78.06% 78.42% 78.65%
    77.94% 77.63% 77.80% 77.53% 78.07% 78.06% 78.08% 78.58%
    75.67% 74.63% 75.60% 75.60% 75.08% 75.86% 74.38% 76.09%

    Month 13 Month 14 Month 15 Month 16 Month 17 Month 18 Month 19 Month 20


    81530 83535 83895 84130 87610 87760 91835 92075
    81598 83598 84082 84353 87871 87713 92238 92163
    68 63 187 223 261 (47) 403 88

    361 364 360 359 364 360 367 361


    350 350 350 350 350 350 350 350
    4% 4% 4% 4% 4% 4% 4% 4%
    12% 12% 12% 12% 12% 12% 12% 12%
    16% 16% 16% 16% 16% 16% 16% 16%
    78.01% 77.69% 77.97% 77.74% 78.30% 78.06% 78.42% 78.65%

    72 75 74 74 78 77 82 81
    72 75 74 74 78 77 83 81
    0 0 0 0 0 (0) 0 0

    5 1 2 6 1 8 3
    2 4 1 2 5 1 7 0
    2 2 4 1 2 5 1 7
    3 2 2 4 1 2 5 1
    1 3 2 2 4 1 2 5
    64 63 65 66 66 69 68 69
    72 75 74 74 78 77 83 81

    350 350 350 350 350 350 350 350


    490 490 490 490 490 490 490 490
    455 455 455 455 455 455 455 455
    420 420 420 420 420 420 420 420
    385 385 385 385 385 385 385 385
    350 350 350 350 350 350 350 350
    21 22 23 24 25 26 27 28
    Month 21 Month 22 Month 23 Month 24 Month 25 Month 26 Month 27 Month 28
    92825 93075 93285 93390 93660 98835 99065 102593
    78.50% 78.73% 78.53% 78.54% 79.27% 78.92% 79.17% 79.19%
    78.07% 78.42% 78.23% 78.40% 79.07% 78.76% 78.88% 79.19%
    75.84% 76.78% 76.88% 76.90% 77.86% 74.96% 75.92% 75.71%

    Month 21 Month 22 Month 23 Month 24 Month 25 Month 26 Month 27 Month 28


    92825 93075 93285 93390 93660 98835 99065 102630
    93334 93445 93651 93564 93896 99041 99427 102593
    509 370 366 174 236 206 362 (37)

    360 357 356 357 355 368 364 366


    350 350 350 350 350 350 350 350
    4% 4% 4% 4% 4% 4% 4% 4%
    12% 12% 12% 12% 12% 12% 12% 12%
    16% 16% 16% 16% 16% 16% 16% 16%
    78.50% 78.73% 78.53% 78.54% 79.27% 78.92% 79.17% 79.19%

    81 81 81 81 80 88 87 91
    82 81 81 81 80 88 87 91
    0 0 0 0 0 0 0 (0)

    1 2 2 1 11 1 6 1
    3 1 2 2 1 9 1 5
    0 2 1 2 2 1 9 1
    7 0 2 1 2 2 1 9
    1 6 0 2 1 2 2 1
    72 71 76 75 76 75 75 75
    82 81 81 81 80 88 87 91

    350 350 350 350 350 350 350 350


    490 490 490 490 490 490 490 490
    455 455 455 455 455 455 455 455
    420 420 420 420 420 420 420 420
    385 385 385 385 385 385 385 385
    350 350 350 350 350 350 350 350
    29 30 31 32 33 34 35 36
    Month 29 Month 30 Month 31 Month 32 Month 33 Month 34 Month 35 Month 36
    102675 106015 106965 108180 108820 111055 112155 112190
    79.43% 79.42% 79.49% 79.79% 79.61% 79.97% 79.81% 79.82%
    79.05% 79.01% 79.43% 79.52% 79.39% 79.85% 79.64% 79.46%
    76.59% 76.27% 77.08% 77.38% 77.28% 77.62% 77.19% 77.41%

    Month 29 Month 30 Month 31 Month 32 Month 33 Month 34 Month 35 Month 36


    102675 106015 106965 108180 108820 111055 112155 112190
    103166 106560 107046 108554 109118 111210 112399 112693
    491 545 81 374 298 155 244 503

    361 363 361 360 360 360 361 359


    350 350 350 350 350 350 350 350
    4% 4% 4% 4% 4% 4% 4% 4%
    12% 12% 12% 12% 12% 12% 12% 12%
    16% 16% 16% 16% 16% 16% 16% 16%
    79.43% 79.42% 79.49% 79.79% 79.61% 79.97% 79.81% 79.82%

    89 93 93 93 94 96 97 97
    90 93 93 94 94 96 97 97
    0 0 0 0 0 0 0 0

    6 2 3 3 4 4 2
    1 5 2 3 3 3 3 2
    5 1 5 2 2 2 3 3
    1 5 1 5 2 2 2 3
    9 1 5 1 5 2 2 2
    74 81 81 84 83 86 86 86
    90 93 93 94 94 96 97 97

    350 350 350 350 350 350 350 350


    490 490 490 490 490 490 490 490
    455 455 455 455 455 455 455 455
    420 420 420 420 420 420 420 420
    385 385 385 385 385 385 385 385
    350 350 350 350 350 350 350 350

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