Generic selectors
Exact matches only
Search in title
Search in content
Post Type Selectors

FTE Calculations

Viewing 2 posts - 1 through 2 (of 2 total)
  • Author
    Posts
  • 7th April 2003 at 17:14 #14991
    Chris
    Guest

    Good Morning all,

    I have a quick question regarding the actual FTE requirement for my center.

    I am able to pull the hourly interval FTE req that I need for my call volume, talk time and acw time. My dilemna is getting the overall yearly FTE requirements.

    Does anyone know the overall monthly or yearly FTE calculations for a contact center? I have the necessary information of calls offered, etc etc etc…I am just unsure of what the overall requirement calculation is for a month.

    Any thoughts would be greatly appreciated

    thanks
    chris

    1st June 2003 at 12:48 #14992
    Sunil Karnatki
    Guest

    You may want to factor in things like shrinkage on a daily and monthly basis along with projections and monthly call swings. To do this you would also look at temps instead of FTE. BHut caution here is the length of training time and complexity of process. Once in place you can have a very lean call center and maximize your profits.

  • Author
    Posts
Viewing 2 posts - 1 through 2 (of 2 total)
  • The forum ‘Call center’ is closed to new topics and replies.