Then the call center staffing calculator will summarize the daily call center . At its core, Erlang C allows you to model the relationship between staffing, call volume, and response time. Here it is broken down in the formula: 108 total calls - 8 calls terminated within 5 seconds - 95 calls answered = 5 calls abandoned. Call Center Optimization. The Resource Planning tool automatically pulls employee timesheet data into your grid to alert you to potential overservicing, overspending, and overwork before it becomes a problem. The implementation of the unprocessed data and calculated value is very easy: The . 2005). Capacity Utilization Rate = (Actual output/Maximum possible output)*100. Blog. Pivot tables, which enable quicker analysis when amalgamating values. Capacity planning for a new solution is really tricky. The budget process will put you squarely in front of your CFO. This is because contact centre and BPO effectiveness is generally made up of 50% productivity and 50% quality. Capacity Management. Erlang and is used to calculate the number of advisors and the service level. . To forecast the number of staff you need, there are a number of metrics you need to pay close attention to. In our example, this is ( (860)/1000))*100% = 86%. The example here shows the calendar for a single work center. Thus, production capacity planning template excel is useful for monitoring and capacity management. Example: A company has 10 employees. You're probably already familiar with FTE, but if you are experiencing a lot . If a call center receives 108 calls, with eight calls terminated in five seconds and 95 calls answered, that would equal five calls abandoned. With that being said, quite a few Erlang calculator tools can be found onlinemany of them free to . Monitor All Channels. Too often, contact centers focus their QA attention on voice calls, but how agents interact via email . However, quality is not part of productivity and the two measures should be kept separate from one another. Contact us. ACD = Total minutes / Good calls, i.e. Start your free trial and find out the convenience of this one-of-a-kind tool! These are factors that good support managers understand intuitively, but a little math goes a long way towards quantifying those intuitions. Uses. Lyngby October 30, 2009 Technical University of Denmark Informatics and Mathematical Modelling Building 321, DK-2800 Kongens Lyngby, Denmark Phone +45 45253351, Fax +45 45882673 reception@imm.dtu.dk www.imm.dtu.dk IMM-PHD-2009-223 Preface 5 Examples of Capacity Analysis. CC-Excel installs nine functions into Excel for call center staffing and performance analysis: Estimates the number of agents you need to handle incoming calls within specified service level parameters. 3 of them are input sheets require the data from the user to automatically calculate the output in the rest of the two sheets. Planning for the right level of labor capacity is critical to meeting a wide range of business objectives - from maintaining customer satisfaction to meeting cost objectives. Overview: Service Capacity. The target utilization rate can vary in each organization. Parameters, resources, and requirement spreadsheets are the input sheets while the dashboard and calendar are the . This long term capacity plan allows you to easily compile your weekly forecasted call volumes, AHT's, and shrinkage numbers to create a visual plan of when you need to hire and when you can plan extra off the phone activities. Shrinkage, which is represented by a percentage, is used to calculate how many agents should be scheduled to work a shift so that all calls can be answered in a timely manner. And he or she Call center staffing is about balancing customer service goals with . A product capacity plan ensures you have enough products or ingredients for your deliverables. To gain a better grasp on how each applies to the planning process, let us take a closer look at each one individually. Most often Erlang C is used to estimate required staffing for a given target response time and . Let's do a quick example, Tom . Queuing methods determine . Capacity planning in call centres involves short term operational decisions, as w ell as . The computation is using the function ErlangCsrv which takes 4 arguments: first m the number of agents, second u the traffic intensity, third t the average call duration and fourth tt the target time. With the online Erlang calculators, you can make quick capacity and forecasting calculations. An IT support desk can handle 12 tickets per hour while delivering its SLA such as a mean time to repair target. John Spacey, September 14, 2017. (18.55/.9 = 20.6 or 21 staff). This long term capacity plan allows you to easily compile your weekly forecasted call volumes, AHT's, and shrinkage numbers to create a visual plan of when you need to hire and when you can plan extra off the phone activities. This approach is extended with a Monte Carlo . In back-to-back outbound calling, however, you must factor in this time. Product capacity planning. The volume that a service can handle while meeting objectives in areas such as quality and performance. Accomplishing this objective requires accurate analysis and management 4.at many levels, from long-term planning to intraday staffing adjustments. Download Scrum Capacity Planning Template. medium-long term managerial ones (Gans et al., 2003). Total vacation days /year. Capacity Utilization Rate = 60,000/80,000. 64 3.2 Management guidelines for a productive call center 3.2 Management guidelines for a productive call center Call centers need to tread the thin line between improving service, sales, and revenue on the one hand and controlling costs on the other. It multiplies the number of work days per month with the entered percentages. (18.55/.9 = 20.6 or 21 staff). For example, you might receive a consistent number of new records each month, and know that every call takes 2 minutes on average, excluding agent break time. At a high-level, work can be looked at in two general categories: maintain the business and grow the business. Capacity is the maximum output of an item based on its design or constraints such as available resources. If the customer support provided by your contact center is omnichannel, then so should your monitoring system and practices. Related Concepts. The calendar period needs to comfortably cover the due dates minus the offset days. 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. You can analyse up to five hours. . Capacity Planning Dashboard - Summary Metrics - After Optimization . By using the formula of capacity utilization rate, we can calculate -. Service level goal. Please explore our new Erlang Add-in for Office 365. How can you determine how many agents you may need active at any given time? Across the contact centre industry this process . Using the example above, 80% of calls answered (for service level) within 20 seconds (for target answer time) would require 17 agents according to an Erlang calculator. These are factors that good support managers understand intuitively, but a little math goes a long way towards quantifying those intuitions. Capacity analysis is the process of modeling the capacity of infrastructure, facilities, processes, services and machines. Decision-making around hiring becomes much easier when you know what skills and people are available within your organization. critical function of call center management because up to three-fourths of call center operating costs are related to staffing. A systematic approach to forecasting workload, calculating staff requirements, and creating staff schedules must be in place for the call center to reach service goals and operate efficiently. Best practice #2: Understand overall demand. The productivity factor will vary depending on the type of work done. An important caveat to know about the Erlang C formula is that it's built upon a simplified picture of a call center traffic model. In this case, you can skip to forecasting staffing requirements. He has managed both national and global operations . It wont' be easy but don't get discouraged. Please note, this is a spreadsheet based in Microsoft Excel. Is an area where operations are executed. And in this context, "planning" is the act of scheduling employee hours against a fixed or expected amount of work. Then enter the requirements for that resource in weeks. Used for specifying available capacity and scheduling structures. While call centre productivity measures can be good, it is important to also measure quality. CCmath B.V. Rembrandtweg 665 1181 . To understand the application of capacity utilization, we need to take an example. This Scrum-specific capacity planning template is ideal for Scrum masters and team members alike. A work center can be created using TC CR01. = (100% - 66.67%) = 33.33% slack. The productivity factor will vary depending on the type of work done. Our original call center calculator, powered by the Erlang B and Erlang C traffic models, helps you work out how many agents you need in your call center and how many trunks (lines) it needs to handle those calls. 40 x 10 = 400 hours. With capacity planning tools, you get a visual of pending tasks, who's booked, and skill gaps that need filling. 1. 1. Finally, I provide a formula that tests the accuracy of your capacity-planning model, which is where the fun begins! Estimate and measure each task and the amount of time required for each project, and easily manage all team tasks to improve your Scrum team's performance. The following details and the shrinkage calculator are necessary to aid you in calculating the overhead /shrinkage for your call center: Number of hours for a full-time equivalent (FTE) Total statutory holiday. Calendars give capacity planning it's capacity. If each employee needs to handle 120 telephone calls each day and each call takes 1.50 minutes, then the cushion is calculated as follows: Total capacity = 5 hours x 60 = 300 minutes Utilized capacity = 120 x 1.50 = 180 minutes Capacity utilization = Capacity utilized / Total capacity Capacity utilization = 180 / 300 = 60% Capacity cushion . This article explains how to use the Erlang C formula in the R language to manage a contact centre by calculating the number of agents needed to meet a required Grade of Service. Review the planner section to see issues with the resource needs. The presented code calculates the number of agents needed to meet a required Grade of Service. The three types of capacity planning make sure you have enough, but not too much, of three major resources for both the long- and short-term. We have 185 hours surplus capacity and are at 93% utilization. A more ambitious goal of 90% of calls answered within 10 seconds would require just two additional agents. By performing this sort of work breakdown you can get baseline numbers you can multiply together to get . From the above, we can also find out the slack of XYZ company during the last financial year of 2016. They show the shift periods over which the work center is available. Estimates the number of calls that your inbound call center can handle within specified service level targets. Call Abandons are calculated using the Erlang A formula which was devised by . The call capacity of Cisco VVB is based on the call support for ASR or TTS activities and on the type of VXML application. This means it assumes no abandonment in the queue and that calls will arrive according to Poisson distribution.