Note, this insight can also be applied to how to calculate shrinkage in a BPO. What is Contact Centre Shrinkage? Call centre shrinkage is a measure used in planning as a sort of “fudge factor” that allows for the difference between the number of staff that a forecasting system (or ...
To calculate call centre occupancy, first get a total of the amount of time each of its advisors spends on “call-related activity” – from the time that they sign in, to the time that they sign out – on a day-to-day basis. This is called the “total handling time”. The contact...
如果不减少呼叫中心的萎缩,经理就无法提高SparkleComm呼叫中心的效率。首先可以了解收缩率的计算。 呼叫中心收缩率公式为: 收缩=(外部收缩总小时数+内部收缩总小时数/可用总小时数)× 100 使用缩水率计算所需人员数量 经理使用收缩百分比来计算处理呼叫量以满足服务水平协议(SLA)所需的座席数量。 方法如下: 所需人手=...
You can calculate your network uptime with some simple math:24 hours per day x 365 days per year = 8,760 hours per year.Number of hours your network is up
If you want to do manpower calculation in BPO the best option is to use an Erlang Calculator. This is a tried and tested formula to calculate the number of agents needed. Here is a link to theErlang C Calculator If you need to use a spreadsheet, look at this one:Excel Based Erlang ...
In this article, we look at call centre productivity and how to calculate productivity in the contact centre – looking beyond the traditional efficiency-based definition and efficiency formula in bpo. The Formula to Calculate Call Centre Agent Productiv
Step 1: Work Out the Incoming Call Volume Per Year, Month and Day The first step in calculating your staffing headcount is to work out how many calls are coming into your business or BPO. There are many ways in which you can work out the number of calls coming into the contact centre...
To find out everything that should be included in shrinkage calculations, read our article:How to Calculate Contact Centre Shrinkage Factors That can Distort AHT There are a number of factors that can distort AHT: Cutting off Callers If you target advisors on their AHT you may find that they...