What is Workforce Capacity Planning?

Workforce Capacity Planning is the process of converting forecasts for call volume, Average Handle Time (AHT), and shrinkage into the required number of full-time equivalents (FTEs) needed to handle a contact center's future workload. It ensures that the right number of agents are available to meet customer demand efficiently.

How to Calculate Workforce Capacity Planning

To calculate Workforce Capacity Planning, follow these steps:

1. Forecast Call Volume: Estimate the number of calls expected in a given period.

2. Determine Average Handle Time (AHT): Calculate the average time taken to handle a call, including talk time and after-call work.

3. Account for Shrinkage: Include factors such as breaks, training, and meetings that reduce the time agents are available to handle calls.

4. Calculate Required FTEs

5. Why Workforce Capacity Planning Matters

Workforce Capacity Planning is crucial because:

• Customer Satisfaction: Ensures that there are enough agents to handle customer interactions promptly, reducing wait times and improving satisfaction.
• Operational Efficiency: Helps in optimizing resource allocation, ensuring that agents are neither overworked nor underutilized.
• Cost Management: Balances the need for adequate staffing with cost control, avoiding unnecessary labor expenses.

Factors Influencing Workforce Capacity Planning

Several factors can influence Workforce Capacity Planning, including:

• Call Volume Variability: Fluctuations in call volume due to seasonality, promotions, or other factors.
• Agent Productivity: Variations in agent performance and efficiency.
• Shrinkage: The amount of time lost to non-productive activities such as breaks, training, and meetings.
• Service Level Goals: Desired service levels and response times.

Strategies to Improve Workforce Capacity Planning

To improve Workforce Capacity Planning, consider the following strategies:

• Accurate Forecasting: Use historical data and predictive analytics to improve call volume forecasts.
• Flexible Scheduling: Implement flexible scheduling practices to match staffing levels with demand.
• Cross-Training: Train agents to handle multiple types of interactions to increase flexibility.
• Real-Time Monitoring: Use real-time monitoring tools to adjust staffing levels dynamically based on actual call volume.

Related Terms

• Full-Time Equivalent (FTE): A unit that indicates the workload of an employed person in a way that makes workloads comparable across various contexts.
• Shrinkage: The time lost to activities other than handling customer interactions, such as breaks, meetings, and training.
• Service Level: A measure of the percentage of calls answered within a specified time frame.

Conclusion

Workforce Capacity Planning is a vital process in contact centers that ensures the right number of agents are available to meet customer demand efficiently. By understanding and optimizing this process, organizations can improve customer satisfaction, operational efficiency, and cost management.