A work center can be created using TC CR01. Detailed instructions to create call center template: 1. Thus, production capacity planning template excel is useful for monitoring and capacity management. Best practice #2: Understand overall demand. This is because contact centre and BPO effectiveness is generally made up of 50% productivity and 50% quality. The budget process will put you squarely in front of your CFO. Richard Sykora has more than 25 years' experience in customer service and call center operations. And in this context, "planning" is the act of scheduling employee hours against a fixed or expected amount of work. Further, the key outcome of using a production capacity template excel spreadsheet is . Type. Decision-making around hiring becomes much easier when you know what skills and people are available within your organization. With that being said, quite a few Erlang calculator tools can be found onlinemany of them free to . Call Center Optimization. (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. Then enter the requirements for that resource in weeks. The Erlang C formula was invented by the Danish Mathematician A.K. Example: A company has 10 employees. Finding the right data. Call center Excel functions. First, you need to understand the Full-Time Equivalent or FTE of employees. Monitor All Channels. Capacity analysis is the process of modeling the capacity of infrastructure, facilities, processes, services and machines. Effective contact centre workforce planning is one of the most important prerequisites for boosting customer satisfaction, employee retention and cost efficiency. To gain a better grasp on how each applies to the planning process, let us take a closer look at each one individually. 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. 40 x 10 = 400 hours. Pivot tables, which enable quicker analysis when amalgamating values. Finally, I provide a formula that tests the accuracy of your capacity-planning model, which is where the fun begins! And he or she SUMIFS, COUNTIFS and the various LOOKUP functions to sift through the mountains of data you'll be processing. Contact us. The productivity factor will vary depending on the type of work done. 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. These are factors that good support managers understand intuitively, but a little math goes a long way towards quantifying those intuitions. The average handle time (AHT) is made up of two components: actual conversation or talk time plus any after call wrap-up time associated with the call. The calendar period needs to comfortably cover the due dates minus the offset days. Often call centers have a bad reputation for long waiting times, repetitive explanations, and non-resolved issues. Capacity is often measured in hours available to be worked by employees. The call capacity of Cisco VVB is based on the call support for ASR or TTS activities and on the type of VXML application. However, quality is not part of productivity and the two measures should be kept separate from one another. Parameters, resources, and requirement spreadsheets are the input sheets while the dashboard and calendar are the . Call centers are often modeled using the M/M/N queue, or in industry standard terminology - the Erlang C model. Call center shrinkage is a measure of how much time is lost in the call center because of things like bathroom breaks, call backs, paperwork, team meetings or training. Now when we have a total number of calls per day and we know number of seconds in a day, we get CPS = All calls / 24 / 60 / 60. Related Concepts. . The biggest contributor to your variance will most likely be shrinkage. You'll want to plan weeks, months, or even a year in advance. By using the formula of capacity utilization rate, we can calculate -. 1. Next, we know that ASR represents relation between all call attempts and good calls, so: All calls = Good calls / ASR. Empirical analysis of call center data is given in (Brown, Gans et al. So, for example if there are 20 working days in May and John works on the project for 20% (0,2) of the time, then the Excel calculates 20 days x 0,2 and does so for every month to get the total effort. Most often Erlang C is used to estimate required staffing for a given target response time and . critical function of call center management because up to three-fourths of call center operating costs are related to staffing. This was just an illustration of how to use the template to modify capacity and demand. 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. Please help in computing call capacity per week with this given data. In back-to-back outbound calling, however, you must factor in this time. Call center analytics is the process of tracking relevant contact center data to identify insights that will lead to improved customer support and increased satisfaction with the help of professional reports and interactive dashboards. It's simply the number of forecast calls for an hour multiplied by the average handle time of a call. The presented code calculates the number of agents needed to meet a required Grade of Service. A more ambitious goal of 90% of calls answered within 10 seconds would require just two additional agents. 5 Examples of Capacity Analysis. 1. The volume that a service can handle while meeting objectives in areas such as quality and performance. Overview: Service Capacity. Please note, this is a spreadsheet based in Microsoft Excel. From the above, we can also find out the slack of XYZ company during the last financial year of 2016. It wont' be easy but don't get discouraged. Here is the link https://www.callcentrehelper.com/tools/erlang-calculator/ 10 calls were abandoned within 5 seconds. Formula #1. And he or she At a high-level, work can be looked at in two general categories: maintain the business and grow the business. You can analyse up to five hours. The first step to improving quality scores in your contact center is to monitor every channel. Here it is broken down in the formula: 108 total calls - 8 calls terminated within 5 seconds - 95 calls answered = 5 calls abandoned. 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. Now you know that if you schedule 200 people, but 20 percent can't answer phones for various reasons, the remainder available will be 160, and the phones will be adequately covered. Do you prefer making calculations in Excel? Call centre workforce planning is a complex activity that is a perfect problem to solve in R code. The service level rate of 86%. Call center capacity planning is about best aligning your call center resources (agents) to the level of work you anticipate coming in at a given time, all while best utilizing agents' time and optimizing customer satisfaction. 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. 3 of them are input sheets require the data from the user to automatically calculate the output in the rest of the two sheets. Instead, the capacity planner uses the SUMPRODUCT formula. Queuing methods determine . . So here is the formula we occupancy in your center; suggest you use to calculate. Accomplishing this objective requires accurate analysis and management 4.at many levels, from long-term planning to intraday staffing adjustments. Step 3: Update the resource requirements. 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. Don't reinvent the wheel. An IT support desk can handle 12 tickets per hour while delivering its SLA such as a mean time to repair target. 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. Start your free trial and find out the convenience of this one-of-a-kind tool! Capacity Utilization Rate = 75 %. This should include everything from the start of the call to the point when the agent has finished wrapping (their post-call tasks). 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. The concept of resource capacity planning template resolves around 4 - 5 spreadsheets integration. A model call center shrinkage calculator can help you in going with the process. I.e. 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 Service level goal. If a call center receives 108 calls, with eight calls terminated in five seconds and 95 calls answered, that would equal five calls abandoned. Assuming 90% productivity, divide 18.55 by .90 to get the number of staff needed to handle the outbound calls. 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. 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. 2005). Then the call center staffing calculator will summarize the daily call center . It's very satisfying to build your own planning spreadsheet from the ground up. Used for modelling costs incurred by operations. Each employee works 40 hours per week. effective call center management. Is an area where operations are executed. 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. The target utilization rate can vary in each organization. Using FTE and Resource-Based Capacity. The budget process will put you squarely in front of your CFO. If the customer support provided by your contact center is omnichannel, then so should your monitoring system and practices. Accomplishing this objective requires accurate analysis and management 4.at many levels, from long-term planning to intraday staffing adjustments. With the online Erlang calculators, you can make quick capacity and forecasting calculations. The implementation of the unprocessed data and calculated value is very easy: The . ACD = Total minutes / Good calls, i.e. number of good calls = Total minutes / ACD. 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. = (100% - 66.67%) = 33.33% slack. The call abandonment rate would thus be 5%. Capacity planning in call centres involves short term operational decisions, as w ell as . How can you determine how many agents you may need active at any given time? To forecast the number of staff you need, there are a number of metrics you need to pay close attention to. In back-to-back outbound calling, however, you must factor in this time. This Scrum-specific capacity planning template is ideal for Scrum masters and team members alike. Capacity planning takes everything into account to ensure there are no hiccups along the way. At its core, Erlang C allows you to model the relationship between staffing, call volume, and response time. The simplest formula for calculating call center service levels is the following: number of calls answered within threshold / total calls answered * 100%. talk time + hold time + wrap time/talk time+ hold time + wrap time + avail time. Across the contact centre industry this process . Please note, this is a spreadsheet based in Microsoft Excel. John Spacey, September 14, 2017. You have to come up with estimates about workload based on information you collect from the business. Capacity planning for a new solution is really tricky. It has 2 shifts of 12 hours each day. For each project, start entering the project name, project phase and select the resource type. Enter the number of calls received during each hour in the boxes of the Calls column. A common challenge while capacity planning is focusing too much on the growth side . Waiting-time standards drive capacity requirements: ASA = average speed of answer E[wait] TSF = telephone service factor (or service level) P{wait T} Fraction of calls abandoned before served In this case, you can skip to forecasting staffing requirements. For instance, an intensive JavaScript application reduces call capacity and VVB with HTTPS has a lower call capacity than with HTTP. Call centre workforce planning is a complex activity that is a perfect problem to solve in R code. 2. This contact centre staffing Erlang calculator is a hybrid model based on both the Erlang C formula the Erlang A formula. Used for specifying available capacity and scheduling structures. This article explains how to use the Erlang C formula in the R language to manage a contact centre. Calendars give capacity planning it's capacity. Used for defining persons and machines involved in operations. Too often, contact centers focus their QA attention on voice calls, but how agents interact via email . By using the formula of capacity utilization, we get: - Capacity Utilization = Actual Output / Potential Output * 100; From the above, we can also find out the slack of Funny Stickers Co. during the last month of 2017. Please explore our new Erlang Add-in for Office 365. So, it enhances the production department's overall equipment effectiveness, run rate, availability, utilization, and efficiency of the production resources. Call Abandons are calculated using the Erlang A formula which was devised by .