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Capacity Planning Formula Messages in this topic - RSS

Guest


2/10/2006
Guest
Can I get the standard formula related to capacity planning?

- Praveen
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Guest


3/3/2006
Guest
There are many options available to build a capacity plan. The method you choose depends on the complexity and accuracy. I personally prefer to use the following options:

1. Using Erlang C formula
2. Simple workload calculation (Calls Demand x AHT)
3. Blend of the first two options

If you give me more details, I'm able to give you more directions.

Cheers

- Bernard Tsang, Medicare Australia
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Guest


12/1/2006
Guest
Good tips, mate.

- Jim Yip
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Guest


5/18/2007
Guest
Standard Formula

Estimated volumes
------------------------------ * 20% buffer for absenteeism +
Average handle time

12%shrinkage for off call activities.

- Jayk, HSBC
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Guest


8/10/2007
Guest
Moreover to the above given – to what is literally required and mentioned – you might need to consider purchasing a simulator if you are in a multi-skill environment. This would help out to optimize your FTE requirements and long-term planning. Erlang C calculators are good for single skill environments. They usually assume no abandonment or busy signals and call volumes arrive at a steady state.

- Prashantha Luther, Dialog Telekom, Sri Lanka
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Guest


7/28/2008
Guest
Hi, I have used the following formula:

12.5 X FTE = Capacity/Month

12.5 is what is actually available for 21 business days in a month.

8.5 is set aside per FTE and includes:

- Annual Leave (1.6)
- Sick Leave (1.0)
- Training (1.0)
- RDO Team Meeting, etc. (3.5)
- Continuous Improvement (1.4)

This may appear conservitive and may be modified but still a good place to start. Note this is used for planning !

Cheers,

- Tim Gray
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Guest


6/13/2010
Guest
How do you convert required staff by interval to required staff by month using erlang C?

- Mohanad elmasry
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Guest


3/7/2011
Guest
Hi all,
Our call center has a very complicated structure with alot of strict shifts and different shrinkage factors for each shift. So I have difficulties whlie making capacity planning.
Is there any one who can offer me a capacity planning simulator/calculator software for such a complicated structure?
Thanks

- Zeynep Biricik
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