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Capacity planning and forecasting

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  • #13219 Reply
    dharmendar kumar

    Hi my name is dharmendar kumar and i am from karachi pakistan we are setting up a call center and i need to know if i have a standard of 180 talk time and targeted service level is 80% per month and initial volume is 12000 calls and 60 lines and 20 agents, how much calls per hour would be required to achive 80% service level’
    urgent response will be highly appreciated.

    #13220 Reply

    Hi Dharmendar, I did some basic calculations and came up with this …

    Assuming that these stats are for a day and remain flat over the day, with the above data you will be handling about 300 calls per hour with this kind of service level.

    Cheers, Manoj Kumar Matai

    #13221 Reply

    Hi Manoj

    I appreciate your help in defining calls per hour i would be grateful if u can provide me calculations to this answer, If you have any material on an excel base sheet which can tell u for this specfied call volume “X” number of agents will be required to cater this volume defining on half hourly basis.


    #13222 Reply

    Dharmendar, an excel sheet cannot be uploaded on this forum. You would need to publish your contact details in order for me to correspond with yourself.

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