Call centers are all about being able to manage the peak demand needs depending upon the season, day, and product and so on. The most important parameter that talks about the effectiveness of a call center is the fact that how many employees are responding to the calls from the customers on an hourly basis.

Determining The Call Center Staffing Requirements

The determination process commences with forecasting calls by analyzing historical patterns, data and trends for arriving at monthly staffing estimates. These estimates are then ultimately broken down into hourly estimates depending upon the time-of-day and day-of-week patterns. Staff workload can be calculated by assuming handling times on an average basis for the forecasted calls. The handling time includes the conversation time plus the wrap-up time that usually follows a call for purposes such as form filling, updating the database, etc. The practice of employing the handling time number on an average basis is inaccurate as this might lead to overstaffing or understaffing on account of the fact that not everyone works similarly. Also, the scheduling and shrinkage needs must be properly accounted for at the time of calculating staffing numbers.

Educating The Staff About Schedule Adherence


There’s a common tendency amongst the staff members of contact center outsourcing services that they fail to understand the difference that even one event of non-conformance to schedule makes to the total AHT and staffing calculations. Schedule adherence impacts the call center activities based on two parameters:

The size and scale of the operations carried out at the call center

The service delivery levels in the recent past

Hence, employees of smaller call centers have to share a greater percentage of workload as compared to bigger call centers and hence, the impact on the total operational efficiency is high.

Criticality Of Staffing Numbers

Data analysis shows that it’s imperative to have a greater number of staff as compared to the amount of work that’s required to be done in hours. Further insight into the analysis concludes that adding staff after a particular level causes the returns to diminish whereas subtracting staff after a certain level results in a complete downfall of the call center operations.