Work Force Management Part 1: Calculate required present manpower in two easy steps

Have you always thought Work Force Management (WFM) to be a complicated task? I will try and break this myth in this and subsequent posts.

Calculate required present headcount on a specific day

First thing in Work Force Management is knowing the count of executives which you need on floor on any given day. The input parameters you will require for this calculation are as follows:

Now go through the following steps to calculate the manpower:

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. Keep in mind, both Staffing Time and ACHT have to be in same time unit i.e. minutes or seconds.

Step 2:
Calculate required manpower in a day(RMP)
RMP= FC / CHC
For example if the daily forecast is 3200 calls and CHC is 32 calls then
RMP= 3200 / 32 = 100
So you will need 100 executives present to take calls to cater to this call volume.

This is a linear calculation which can be used for both inbound and outbound call centers.

If you are looking for way to calculate the required manpower in a month, check it up in another work force management article here.

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12 Responses to Work Force Management Part 1: Calculate required present manpower in two easy steps

1. jai

Thank you for the calculation..

Can you alao confirm the same foe 12 hrs working and 24/7 support..

• Ashish Singla

Hi Jai, The calculation for both 12 hour and 24 hour will remain the same. This will only give you the total manpower required. Now to distribute this manpower over 12 or 24 hours you will need some effective rostering. Will post a related article regarding the same soon. Just as a heads up, you will need hourly call flow and breaktimes for this calculation.

• Shyam

Calculation given herein is perfectly okay but you need to consider daily shrinkage also while calculating actual manpower required in manday.

• jai

i thnk he has considered 5% srinkagr dats why Occupancy he has consideres 80%.. instead of 85%

2. Jai

Pls also confirm it utilization comes into picture??

• Ashish Singla

Yes it most certainly does. We have called it ‘Occupancy’.

• jai

utilization and occupancy… both are individually considered right… so how to dem seperatly in the formula for eg 80% occupancy and 95% utilization

• Ashish Singla

utilization and occupancy are both the same things unless you have something else in your mind.

3. Anonymous

If 59000 forrcust and 210 aht how to calculate the manpower

• Ashish Singla

You will require some more values like occupancy and total login hours per executive to know the manpower count. Please follow the above post for calculations