Call Center Staffing Model Excel Template

The spreadsheet incorporates support for staffing based on hourly call rates target call answer times required service levels and staff shrinkage using.

Call center staffing model excel template. Call center kpi excel template. Nine call center staffing functions for microsoft excel that help you model your call center performance using your own workbooks. The staffing calculator uses a very clever statistical calculation called the erlang c formula. This is a simple excel spreadsheet tool that allows you to work out how many agents you will need.

First m the number of agents second u the traffic intensity third t the average call duration and fourth tt the target time. The computation is using the function erlangcsrv which takes 4 arguments. Staffing plan template 7 hrs x 22 we have specialized staffing plans for insurance and banking. The call center version of the scheduling spreadsheet allows you to enter daily projected call volumes and to derive a weekly staffing plan directly from these numbers.

It was very much ahead of its time and is still going strong almost 100 years later. 21 posts related to call center staffing model excel template. The cost worksheet is used to manage your cost data. Call center excel dashboard templates.

Call center staffing model excel template. Call center disaster recovery plan template. Filed under essential call centre tools downloads excel forecasting staffing workforce management wfm now free to download is our new excel call centre forecasting template which will assist your call centre s capacity planning demand and call volume forecasting processes. You just need to enter your call volume and the service level that you would like to achieve.

The calculations assume a poisson distribution of calls and. Contact us for them. December 4 2019 by admin. It is the basis of queueing theory and was developed by a danish mathematician called ak erlang in 1917.

The cost worksheet tables allow you to modify costs as they change without modifying any cost formulas in the workload fte sheet. Buy and download now if your job is to analyse your call center s staffing and operational performance then cc excel can make life easier by adding call center functions to your workbooks. This staffing plan template calculates workload fte full time equivalent requirements and process activity costs. The tables allow you to modify costs as they change without modifying any cost formulas in the workload fte sheet.

Sample objective for customer service call center.