Good Morning! My first post for a while!

I am looking to give an approximate F.T.E requirement for a new function coming on site - at this stage we are looking at a ball park figure. This is the calculation that I am currently using

Weekly Calls * AHT = x hours

Add Non Utilisation % (Available, Outbound, Aux)

Add Offline Activity % (Coaching, Team Meetings, Reveiws)

Add Training & Out of Office % (Annual Leave, Sickness, Secondments out etc)

I have also factored in the GoS % level we want to acheive.

As a back fag packet figure, would this suffice? Or is there something you think I should be doing?

Many thanks in advance!

Ian

Ian,

That looks fine, can't see any major problems.

You've factored in everything I use, from my (old)
outsource days you might want to include a small percentage
for lates and I'm guessing you'v included an allowance for Maternity / Paternity in the Annual Leave figure.

The only thing I *might* factor in is some kind of Productivity
weighting. Whilst you have factored in every reason for not being
available does the current calculation assume that staff will be 100% productive the time they are on the phone?

Just a thought.

HTH

DaveA

Dave,

Thanks for the pointer.

I've added a 2% allowance for the lates, and I indeed had maternity and paternity added into my shrinkage!

I am interested in the productivity factor, how would you work this in? Are we talking about an occupancy/utilisation factor, or am I confusing myself?

I have read on a couple of threads, specifically the one started by Santosh on Staffing - F.T.E required (http://www.callcentrevoice.com/vtopicf_11_5756.htm), which was very useful. If I were to do something a little more robust, I assume I would need to use Erlang. Many moons ago I built my 1/2 hour requirement document - are there any guides that would help me build an F.T.E requirement model for recruitment purposes?

Cheers for now!

Ian

I suppose it is really a utilisation thing.

It's just you can't expect staff (Even after the other allowances)
to work 100% of the time.

I'd use a factor of about 75%

HTH

DaveA

Hi

For fag packet calcs I use figures as you guys describe, though it's important to only apply percentages for breaks, meetings etc for time that they actually spend in the office.

Dave, am I right in thinking that you'd only expect the agents to be doing what they are supposed to be 75% of the time, after all other non-work reasons are taken into account? I know we can't expect them to be working flat out but 25% FAT (Farting About Time) seems excessive.

Eamon