Category Archives: Work Force Management

Call Forecast in call center

Call forecast in a call center is simply an estimated call volume you expect to land in your call center in the future. A timely and accurate call forecast will help you hire and train correct count of manpower well in time. Generally, companies tend to forecast call volumes 3-6 months in advance. It depends upon hiring and induction time for the process.

Factors used to determine call forecast are as follows

  • Calls per subscriber trends: This is the trend of count of calls you receive in your call center over a month divided by the total subscriber base. For example, if you have 100 subscribers and you get 50 calls in a month then your Calls per Subscriber(CPS) will be 50/100= 0.5
  • Historical call arrival trends: This is the trend of calls you received in previous months or the same month the previous year. This trend depends on multiple factors like holidays, major events, extreme weather conditions etc.
  • Planned product launches: Any new product launch might lead to an increased call volume which should be forecasted.
  • Major change in product or services: A new servicing, marketing strategy might lead to an increase or decrease of call volumes. This should be factored at the time of call forecast activity.

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Work Force Management Part 2: Calculate required manpower in a month

In this post, we will learn how to calculate required manpower you would need to hire in a given month. Accurate required manpower projection form a crucial part of Work Force Management. So, let’s get going.

Calculate required manpower in a specific month:

The parameters you will require in order to calculate this value are as follows:

  1. Forecasted Calls (FC)
  2. Average Call Handling Time (ACHT)
  3. Average Staffing Time for each executive
  4. Required Occupancy Levels
  5. Planned Shrinkage
  6. Unplanned Shrinkage

Now go through the following steps to calculate required manpower.

Step 1:
Based on your average daily call forecast, calculate required present manpower for a particular day.

Step 2:
Calculate required manpower count you require to cater to the planned and unplanned shrinkage. For example, if your daily planned shrinkage is 15% and daily unplanned shrinkage is 10% then you need to roster approximately 33% more manpower.
Why 33% and not 25%?.
We will understand this with an example
Let us suppose that my average daily required present manpower is 100 executives
With a shrinkage of 25 executives the present headcount will be 100-25= 75
To make up for this shortfall we need to roster 25 extra executives i.e. 25/75 *100= 33%

 

Keep in mind

  1. Planned Shrinkage includes weekly off and any planned leaves/attrition.
  2. Unplanned Shrinkage includes absenteeism and unplanned attrition

 

In case you want to calculate required present manpower, you may check out another one of our articles about Work Force Management.

Also, you may check the extensive definition about WorkForce Management on Wikipedia.

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

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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.

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

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Filed under Call Center Calculations, Work Force Management