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:

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)
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


Filed under Call Center Calculations, Work Force Management

13 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.

  2. Jai

    Pls also confirm it utilization comes into picture??

  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

  4. Jagadish l

    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

  5. Anonymous


    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.


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