All,

Can I ask how you apply your shrinkage levels to FTE Required.

For Example Say.

SLA 80% in 30 Seconds

Assumed 95% Answered therefore 5% Abandoned.

AVHT = 180 Seconds

Calls for period 500

How do you calculate your staffing required based on the above and to take into account 30% Shrinkage..

I have tried 2 different Erlang Excel Add In's and come up with diffrent answers..and quite a big differentiation.

Thanks

Tim

Is the period in question? An hour?

Eamon

Both Eamon to be honest.

The differentials are huge when using the different erlang add ins.


Cheers

Tim

Tim

Using the erlang add-in I have for Excel and considering
500 calls per hour but 5% abandon therefore 475 calls to be answered
80% to be anwered in 30 secs
180 aht
you'll need 27 agents handling calls

With Shrinkage at 30% you'll need 38.6 FTE (27/(1-30%)) in all.

Close to what you got?

Eamon

Eamon

I got 35

Can you explain the below calc..

With Shrinkage at 30% you'll need 38.6 FTE (27/(1-30%)) in all.

Would the same calculation be used for daily as well..assuming no difference in AVHT or volumes per hour.

Thanks again

Tim

Tim

You have to calculate the agent requirement in each hour, then add it up and then take shrinkage into account. Divide by the paid hours per day for an FTE and you get the figure.

The calculation takes the required telephone agent number (27) an uplifts it to take shrinkage into account. If shrinkage is 30% then 27 forms 70% (100%-30%) of the total FTE to employ hence 27/(1-30%). 27/70*100 produces exactly the same result.

Eamon

So our full time member of staff are 8 hours in our office then just minus lunches and breaks yes or ?.

1 hour Lunch Break and 2 x 10 min breaks thus net hours a day are 8 hours - 60 mins - 20 mins u 6 hrs 40 mins.

How would that be built in...

This may explain some of my problems...

Tim

Eamon this is what I get from an Excel Add In.

Therefore 31 is optimum...if considering abd. right?. and this is before the uplift.

SLA% Service Time Calls per Hour AHT (secs) MaxWait (secs)
80% 5 475 180 30

Ags Trk SLA% %Queu Aban Util ASA QTime Avg Q
27 43 62% 42% 24% 88% 23 55 3
28 42 73% 31% 15% 85% 13 42 2
29 41 81% 22% 9% 82% 8 34 1
30 40 87% 16% 6% 79% 5 29 1
31 40 91% 11% 3% 77% 3 25 0
32 40 94% 7% 2% 74% 2 22 0
33 40 96% 5% 1% 72% 1 19 0
34 40 98% 3% 1% 70% 1 18 0
35 40 99% 2% 0% 68% 0 16 0
36 40 99% 1% 0% 66% 0 15 0

Tim

In answer to your first question.

Say you need 70 agent hour per day purely to answer calls. Uplifting this by shrinkage (30%) means that you'll need to employ / pay for 100 hours in total. Now, providing you are including your breaks and lunches in your shrinkage percentage then you should divide the 100 by 8 to work out the number of FTE required each day.

You have to ensure that you are comparing like with like when working out how many FTE are required, so if breaks aren't included in shrinkage then divide by 6.66.

I tend to account for all non-phone paid time in shrinkage so that the figures can be used for salary calculations also.

As for the second question, I'd use the "Agents" function in the Erlang add-in, ensuring that you only use ansered calls in the calculation.

Eamon

All,

Can I ask how you apply your shrinkage levels to FTE Required.

For Example Say.

SLA 80% in 30 Seconds

"Assumed 95% Answered therefore 5% Abandoned.

AVHT = 180 Seconds

Calls for period 500

How do you calculate your staffing required based on the above and to take into account 30% Shrinkage..

I have tried 2 different Erlang Excel Add In's and come up with diffrent answers..and quite a big differentiation.

Thanks

Tim "



Tim,
Why do you plan not to answer 5% of your call volume?

Because erlang calculations consider that all calls are answered, therefore you need to forecast the number of calls that the agents will need to answer in each period. The call handling standard of 80% in 30 matches the 5% abandoned figure therefore only 95% of calls offered will require an agent to answer them as the other 5% will naturally abandon.

If the answering standard was more stringent I'd apply a lower abandonment rate.

Eamon

Hi,

We say that our shrinkage % will be from 25 to 30% depending on the organization,
can u please let me know if i have considered everything for the calculation or anything else to be added.

Shrinkage Hrs/Year Description
Vacation 80 10 days/year
Sick, etc 40 5 days/year
Personal 24 3 days/year
Holidays 72 9 days/year
Paid Breaks 30 min/day for 223 scheduled days
Meetings 12 1 hr/month
Coaching 13 15 min/week
Misc. 18 5 min/day unproductive time
Training 80 10 days/year
Total Hours 339

Payroll Hrs 2080 40 hrs/wk
Shrink Factor 16.30%

We work for 9 hrs (8 + 1 breaks), breaks are not paid for us
Can i presume that 16.30% as my shrinkage and 10% would be the ideal time for the agent, overall giving me around 26.30% as my shrinkage factor for calculation of the FTE's
is there any standard for ideal time %
please let me know if i am missing something

Thanks
Santhosh