How To Calculate Agents Required In Call Center considering break time,

#Agent required in call center
#call center FTE calculation
#shrinkage
#Occupancy calculation

You can download the file from the below mentioned link

https://docs.google.com/spreadsheets/...

HOW TO CALCULATE AGENTS REQUIRED IN CALL CENTER


Details Daily Weekly MOnthly
Volume & Time Required Volume - Average Call 1400 8000 35000
Average Handling Time(AHT) - In Seconds 300 300 300
Total Time Required(In Seconds) 420000 2400000 10500000
Time Available Shift length(In Hours) 9 9 9
Working days 1 5 20
Time Available(In Seconds) 32400 162000 648000
Exclusion Break time(In Hours) 1 1 1
Team meeting, Coaching(In Hours) 0.5 0.5 0.5

Total Exclusion Time(In Seconds) 5400 27000 108000
Net Available time before Occupancy 27000 135000 540000
Occupancy % 90% 90% 90%
Net Available time After Occupancy 24300 121500 486000
Calls per agent 81 405 1620
Agent required Before Shrinkage 17.28 19.75 21.60
Shrinkage 15% 15% 15%
Agent required After Shrinkage 19.88 22.72 24.85

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