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Desk Sharing Ratio Formula

Operations Management

Nov 03, 2006

I have been challenged with calculating the ratio of agents to seats, or desk sharing ratio. We have already calculated our required FTE, and know when our peak periods are. Each of our call centre locations have chosen the best type of desk sharing for them - hoteling, team areas, or free-for-all. Each call centre has different hours of operation - up to 7/24. For planning real estate and schedules, we need a consistent formula to use to calculate the ratio of heads to seats. Is there a formula we can use that plugs in peak FTE, hours of operation, shift length, etc? -- Joyce



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