Christine, should you need any advice on dialler solutions feel free to ask anytime, I have experience working for a vendor as a consultant and as a systems trainer as well as running a contact centre now.
In terms of staffing levels, I don't think I have a calculation tool to work this out for outbound as there are a large number of variables specific to each operation.
I have seen some calculations that go into serious mathematics such as~:
N = R + beta(squareroot R) where R is arrival rate/service rate and beta is service grade
Personally I think that this is most useful in calculating staffing levels given service levels for inbound calls to reduce abandonment rates.
The best position to be in is where you have access to meaningful metrics which you can interpret to achieve a baseline minimum staffing level. For me this is a combination of the following:
What are the constants?
Drop rate 3% max
What are the targets/goals/KPIs?
Maximum 5% wrap time (administration after each call therefore 5% is of their availability time), Maximum 30 secs wait between each call (easier to manage on a predictive dialler), AHT for Presentations and Sales.
What are the variables?
Typical answer rate 10-25% of calls made are answered, 50-65% are not answered or are answer machines, Conversion Measure (No of Sales as a percentage of No Connects)
There are some others too specific to our industry. But from these metrics I can work backwards to calculating the minimum staffing levels to achieve targets based on constants and variables.
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