Man power calculation

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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.

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