The work is entirely based on a call center.
Points to describe the same:
1.A normal call center projects month forecast volumes have been considered at 100%
[url removed, login to view] forecast volume has been divided by the number of days in the month, considering the month has 31 days.
[url removed, login to view] consider a standard average handling time (AHT ) ie the time taken to handle the volumes, we consider the AHT that has been proposed by the clients at 150.
[url removed, login to view] the occupancy ie the % of time the the call center agent has been active on the call.
[url removed, login to view] the above factors we arrive at the calls /agent can handle by a simple calculation of (8*60*60*AHT/occupancy)
6.(8*60*60) is nothing but 8 hrs that an agents will be active in the system * 60 mins *60 secs.
[url removed, login to view] we will achieve at the no of agents on calls will be by dividing the day volume by the call/agent
[url removed, login to view] shrinkage which is nothing but he no of agents that i should would not be present in the system at 16% & also the number of agents that i have already given off or holiday at 14%, we will arrive at the required manpower.
[url removed, login to view] required manpower is calculated by the number of agents on calls /(1-shrinkage %+ off %)
[url removed, login to view] we arrive at required manpower for a particular project with given volumes & AHT.