I have a quick question regarding the actual FTE requirement for my center.
I am able to pull the hourly interval FTE req that I need for my call volume, talk time and acw time. My dilemna is getting the overall yearly FTE requirements.
Does anyone know the overall monthly or yearly FTE calculations for a contact center? I have the necessary information of calls offered, etc etc etc…I am just unsure of what the overall requirement calculation is for a month.
You may want to factor in things like shrinkage on a daily and monthly basis along with projections and monthly call swings. To do this you would also look at temps instead of FTE. BHut caution here is the length of training time and complexity of process. Once in place you can have a very lean call center and maximize your profits.