Ask The CRM Expert: Questions & Answers

Using a call center staffing calculator to determine staffing needs

SearchCRM.com

There are 200 agents in a call center and we have 32% occupancy -- how many agents do we need?
Correct call center staffing requirements cannot be determined by the number of agents and occupancy. To determine the correct staffing requirement you need call volume, the average handle time (talk plus wrap-up) and any staff shrinkage factors you would apply such as vacation, sick, unscheduled time off the phone etc.

To continue reading for free, register below or login

Requires Membership to View

To gain access to this and all member only content, please provide the following information:

By joining SearchCRM.com you agree to receive email updates from the TechTarget network of sites, including updates on new content, magazine or event notifications, new site launches and market research surveys. Please verify all information and selections above. You may unsubscribe at any time from one or more of the services you have selected by editing your profile or unsubscribing via email.

TechTarget cares about your privacy. Read our Privacy Policy

Occupancy is a center or queue measurement that is the amount of time staff spends either on a call or in after call work. If you have a 32% occupancy rate, then your representatives are available and waiting for a call 68% of the time. Unless you have a compelling reason such as a very low tolerance for abandoned calls, 32% is a low occupancy rate (or put another way, your center is overstaffed). Depending upon the size and purpose of your center, a general practice is to staff the center to achieve an occupancy rate in the mid 80% range.