Introduction
Welcome to our in-depth guide to the workload formula for call centers! If you’re reading this, you are likely interested in ways to increase the efficiency and effectiveness of your call center operations. You may also be interested in how to achieve your desired ranking on Google for search engine optimization (SEO) purposes. In this article, we will explore the key components of the workload formula, how it can benefit your call center, and how you can use it to improve your operations.
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What is the Workload Formula?
The workload formula is a tool that helps call center managers optimize the number of agents needed to handle incoming calls or tasks. It takes into account factors such as average handling time, service level goals, and shrinkage (the time agents are unavailable to take calls due to breaks, meetings, training, or other reasons). By using the workload formula, managers can ensure that they have enough agents to meet service level goals while avoiding overstaffing, which can lead to unnecessary costs.
In the following sections, we will discuss each component of the formula in detail and show you how to use it effectively.
The Components of the Workload Formula
1. Average Handling Time (AHT)
Average handling time (AHT) is the average amount of time an agent spends on a call or task. It includes the time spent talking to the customer, after-call work (ACW), and any other non-call-related work. AHT is an essential component of the workload formula because it determines how many calls an agent can handle in a given period, such as an hour or a day.
The importance of AHT cannot be overstated. A high AHT can lead to long wait times for customers, which can result in frustration and dissatisfaction. On the other hand, a low AHT may indicate that agents are rushing through calls, which can lead to incomplete or inaccurate information and a lower quality of service.
2. Service Level Goals
Service level goals are the targets set by call center managers for the percentage of calls that are answered within a certain amount of time. For example, a common service level goal is to answer 80% of calls within 20 seconds. The service level goal is a critical factor in determining the number of agents needed to handle incoming calls effectively.
Setting an appropriate service level goal is essential to ensure customer satisfaction. If the service level goal is too high, it may be difficult or impossible to achieve, leading to long wait times for customers. If the service level goal is too low, it may result in a high volume of abandoned calls, which can lead to missed opportunities and lost revenue.
3. Shrinkage
Shrinkage is the time that agents are unavailable to take calls due to breaks, meetings, training, or other reasons. Shrinkage is a necessary component of the workload formula because it allows managers to account for the time that agents are not available to handle calls.
By accurately calculating shrinkage, managers can ensure that they have enough agents available to handle incoming calls while minimizing overstaffing. Accurately predicting shrinkage is crucial to maintaining service level goals and meeting customer expectations.
4. Forecasted Call Volume
Forecasted call volume is the number of calls that a call center is expected to receive within a given period, such as an hour or a day. Forecasting call volume is essential to ensure that call centers are prepared to handle incoming calls adequately.
Failure to accurately predict call volume can result in understaffing, leading to long wait times for customers and missed opportunities. Conversely, overstaffing can lead to unnecessary costs and a lower return on investment (ROI).
5. Occupancy Rate
The occupancy rate is the percentage of time that agents are actively handling calls or tasks. An occupancy rate that is too high can lead to agent burnout, which can result in decreased productivity and increased turnover. On the other hand, an occupancy rate that is too low can result in overstaffing and unnecessary costs.
By using the workload formula, call center managers can ensure that they strike the right balance between occupancy rate and staffing levels, leading to increased efficiency and effectiveness.
6. Staffing Levels
Staffing levels are the number of agents required to handle incoming calls or tasks adequately. By using the workload formula, managers can determine the optimal staffing levels needed to meet service level goals while minimizing costs.
The workload formula takes into account all the components discussed above to ensure that managers have an accurate and comprehensive understanding of the staffing levels required to operate the call center effectively.
The Workload Formula in Action
Suppose you’re a call center manager for a company that receives an average of 1000 calls per day. Your service level goal is to answer 80% of calls within 20 seconds. Your average handling time is two minutes, and your forecasted call volume is 1300 calls per day. Your shrinkage due to lunch breaks, meetings, and training is 20%. Your occupancy rate is 80%, and your staffing levels are currently at 25 agents.
Using the workload formula, you can calculate the number of agents required to meet your service level goals while minimizing costs:
| Component | Value |
|---|---|
| Average handling time | 2 minutes |
| Service level goal | 80% |
| Shrinkage | 20% |
| Forecasted call volume | 1300 calls |
| Occupancy rate | 80% |
| Staffing levels | 25 agents |
To calculate the number of agents required, you can use the following formula:
Number of agents required = (forecasted call volume x average handling time) / (1 – shrinkage) / (occupancy rate x 3600)
Plugging in the numbers from our example gives us:
Number of agents required = (1300 x 2) / (1 – 0.2) / (0.8 x 3600) = 16.25, or rounded up to 17 agents.
Therefore, to meet your service level goal while minimizing costs, you will need to increase your staffing levels from 25 to 17 agents.
FAQs
1. What is the most important component of the workload formula?
All the components of the workload formula are essential, but perhaps the most critical is the service level goal. Setting an appropriate service level goal is crucial to ensuring customer satisfaction and meeting expectations.
2. How often should I recalculate my staffing levels?
It is recommended that you recalculate your staffing levels at least quarterly to ensure that you are adequately prepared to handle incoming calls. However, you may need to recalculate more frequently if there are significant changes in call volume, AHT, or other factors.
3. What is shrinkage, and why is it important?
Shrinkage is the time that agents are unavailable to take calls due to breaks, meetings, training, or other reasons. Accurately predicting shrinkage is critical to maintaining service level goals and meeting customer expectations.
4. How can I improve my AHT?
Improving AHT requires a combination of factors, including agent training, process improvement, and technology upgrades. Analyzing call recordings and data can help identify areas for improvement and lead to increased efficiency and effectiveness.
5. What is the optimal occupancy rate?
The optimal occupancy rate will vary depending on your call center’s specific needs and goals. However, a commonly recommended range is between 70-85% to balance productivity with agent burnout.
6. How can I ensure that my call center is adequately staffed?
Using the workload formula is an excellent way to ensure that your call center is adequately staffed to meet service level goals while minimizing costs. Recalculating your staffing levels regularly and accurately predicting call volume are also essential.
7. What are some common mistakes call center managers make when using the workload formula?
Some common mistakes include underestimating shrinkage, setting unrealistic service level goals, and failing to factor in changes in call volume or other factors. It is essential to use accurate data and to recalculate staffing levels regularly to avoid these mistakes.
Conclusion
In conclusion, the workload formula is a powerful tool that can help call center managers optimize staffing levels, improve efficiency and effectiveness, and meet customer expectations. By accurately predicting call volume, understanding AHT, setting appropriate service level goals, factoring in shrinkage, and calculating occupancy rates and staffing levels, call center managers can create a highly effective and efficient operation.
We encourage you to explore the workload formula further and see how it can benefit your call center. If you have any questions or need additional support, please don’t hesitate to reach out to us. Thank you for reading!
Closing Statement with Disclaimer
While we have taken great care to ensure the accuracy and completeness of the information contained in this article, we cannot be responsible for any errors or omissions or for any actions taken in reliance on the information provided herein. The content of this article is for informational purposes only and is not intended to provide legal, financial, or other professional advice. We strongly recommend that you consult with a qualified professional before making any decisions based on the information contained in this article.
Thank you for reading our article on the workload formula for call centers. We hope that you found it informative and engaging. If you have any feedback or suggestions for future articles, please let us know. We wish you all the best in your call center operations!