Home > Ask the CRM Experts > Call center software and metrics Questions & Answers > How to calculate staffing needs for a new call center
Ask The CRM Expert: Questions & Answers
EMAIL THIS

How to calculate staffing needs for a new call center

Lori Bocklund EXPERT RESPONSE FROM: Lori Bocklund

Pose a Question
Other CRM Categories
Meet all CRM Experts
Become an Expert for this site


Digg This!    StumbleUpon Toolbar StumbleUpon    Bookmark with Delicious Del.icio.us   


>
QUESTION POSED ON: 26 November 2007
I need to calculate staffing needs for our new call center. If I know the precise number of customers we have, is there a formula I can use to determine our initial staffing needs? The models I've seen require that you know the call volume, and I won't know that until the call center is up and running.

>
EXPERT RESPONSE
Unfortunately, there is no formula or rule of thumb to relate customers to staffing.

The key factors to consider are:

  • How often customers will call
  • What they will call about
  • How long the calls will be
  • What wrap-up is required
  • Your target service level
  • How much time will be spent on other tasks – either work related or non-work related

    The number of times customers contact a company -- call volume -- and the nature of those contacts can vary tremendously. The other factors noted are a function of your business strategy, operational strategy and contact types. Taking all of this into consideration, the ratio of customers to staff is a "custom" calculation for each company. The best approach is to create a model, make assumptions and review those assumptions with people who have some insights on the products or services you are offering and what types of contacts you will create. You may be able to benchmark with others in your industry, but take that with a grain of salt, as the assumptions and inputs can vary significantly.


  • Digg This!    StumbleUpon Toolbar StumbleUpon    Bookmark with Delicious Del.icio.us   


    RELATED CONTENT
    Call center software and metrics
    Developing a call center metrics strategy to reward call center agent performance
    Using call center quality metrics to measure email, chat and phone interactions
    Measuring chat session average handle time (AHT)
    Can interactive voice response systems recognize abandoned calls?
    Volume metrics vs. call center performance metrics
    Measuring individual employee performance in the call center
    Managing call routing technology in the call center
    What's the best ratio of employees to supervisor in the call center?
    What type of call queuing is right for our call center?
    Call center forecasting: How can we predict call volume?

    Call center manager
    Developing a call center metrics strategy to reward call center agent performance
    Using call center quality metrics to measure email, chat and phone interactions
    CRM jobs and careers: Special report
    Effective eLearning training in the call center: Eight tips for success
    Call center eLearning: Top 10 buzzwords
    Training call center agents using bad customer service experiences
    Team building games for call center employees
    Cell phone activities for call center teams
    Office poker games to break the ice in the call center
    Call center management training
    Call center manager Research

    Schedule adherence
    Call center agent log in times: Is there an industry standard?
    Call center scheduling: How to manage Auxiliary or unavailable time
    Adherence to schedule in the call center
    Call center agent occupancy vs. agent adherence
    Reducing absenteeism in the call center by determining the root causes
    Absenteeism statistics for the call center

    RELATED RESOURCES
    2020software.com, trial software downloads for accounting software, ERP software, CRM software and business software systems
    Search Bitpipe.com for the latest white papers and business webcasts
    Whatis.com, the online computer dictionary



    Search and Browse the Expert Answer Center
    Search and browse more than 25,000 question and answer pairs from more than 250 TechTarget industry experts.
    Browse our Expert Advice



    Expert CRM Reviews
    CRM Webcasts
    Sales force CRM

    Find the right CRM solution according to your unique needs.
    About Us  |  Contact Us  |  For Advertisers  |  For Business Partners  |  Site Index  |  RSS
    SEARCH 
    TechTarget provides enterprise IT professionals with the information they need to perform their jobs - from developing strategy, to making cost-effective IT purchase decisions and managing their organizations' IT projects - with its network of technology-specific Web sites, events and magazines.

    TechTarget Corporate Web Site  |  Media Kits  |  Reprints  |  Site Map




    All Rights Reserved, Copyright 2000 - 2008, TechTarget | Read our Privacy Policy
      TechTarget - The IT Media ROI Experts