How to Calculate the No of agents you need in your call centre
How to Calculate the No of agents you need in your call centre
Shishu Pal
Apr 24, 2019
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How to Calculate the No of agents you need in your call centre
How to Calculate the No of agents you need in your call centre
Call load
= (Calls offered x AHT) / Occupancy / 3600
3600 stands for No of seconds in an hour.
Occupancy means how busy is your agent in an hour. For example, your agent works for 50 minutes out of 60 minutes, it means 50/60=83% occupancy which is good.
Calls offered means No of calls that we get or expect to get in a day or week etc
Example.
Calls offered = 1000
AHT in seconds = 600
Occupancy = 83%
Seconds in an hour = 3600
Agent hours needed = 201
Formula used is = B1*B2/B3/B4
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