Determine staffing resource requirements given various call
levels at a call center
What is the methodology for determining the number of human
resources needed to meet minimum mandated service levels in a reactive, dynamic
customer service environment?
Example: Customer Service Call Center (any type of business)
staffing. Service Level requirement is minimal (< 1%) call abandonment
(hang-ups) and responding (answering) all (100%) calls within 1 min). If we
know the inbound average call volume range per unit of time (example: 1000-1500
calls per month, median = 1100), and the average call duration range (example:
5-30 min per call, median = 10 min), and 25% of daily calls occur between 7AM
and 8AM, how should I calculate the minimum staffing needed to always meet
service levels, and how does that staffing requirement vary as the percent of
heavy call volume (the 25% between 7-8AM) varies?
