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Calculating FTE’s

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  • #17537 Reply
    Mary Ellen Banks

    Does anyone have the correct way to figure the # of FTE’s per month?
    Does looking at a 7-day week versus a 5-day week make any difference?

    #17538 Reply

    try the erlang calculators.

    3 types depending on what you want to factor in to the eqauation.

    erlang c, should give you an fte count providing you know call volume per hour, along with average call length.

    it will also require you to add a acceptable answer rate…

    ie, 85% of calls to be answered within 20 seconds.

    #17539 Reply

    It would depend on your hours of operation. The free tool only details results for one day. You can run the model for several periods of time and work the cumulative results to answer your question.

    You can do the same thing if your call centere is open for more than 8 hours per day.

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