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:

- Forecasted Calls (FC)
- Average Call Handling Time (ACHT)
- Average Staffing Time for each executive
- Required Occupancy Levels

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.

Get your free excel template of daily performance report pre-loaded with Service level, AHT and other formulae in your mail by registering here

Thank you for the calculation..

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

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.

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

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

Pls also confirm it utilization comes into picture??

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

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

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

If 59000 forrcust and 210 aht how to calculate the manpower

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

Forcasted Calls for 30 minutes is 11, actual AHT is 20 minutes , let the occupancy be 60% kindly suggest wat is the manpower requirement as per the above data

Here is what you will require and the calculations for it:

Step 1: Since the occupancy is 60percent then the total productive time available in an hour will be:

60 minutes * 60%= 36 minutes

Step 2: Since the AHT is 20 minutes, the total calls that an executive can take in an hour will be:

36/20= 1.8

Step 3: forecast for half hour is 11 calls that is 22 calls in an hour. So the total manpower required to be present on floor will be

22/1.8= 12.2

Hope this clarifies your query

Hi,

I found this information really easy to understand the importance of occupancy in Capacity Planning.

But, I have a doubt in terms of calculating Required Manpower. Because, here you did not use shrinkage in calculation and I think that without adding shrinkage in Required Manpower calculate, we will not get correct result.

Please clear my boubt.

Thanks,

Pravin