The Staffing Day Plan

The CallTypes workbook for turning an Erlang C answer into a day of half-hours, a schedule and a cost per call

An Erlang C calculator answers one half-hour: how many agents must be on the phones to meet a service level. A supervisor still has to turn that into a rota: agents who are also on breaks, in training or off sick, a day that is quiet at eight and busy at eleven, a cost per call, and a case for the next hire. The Staffing Day Plan runs the site's Erlang C across a whole day. Part 1 forecasts the day in half-hours, measures handle time properly, finds the agents each interval needs, adds shrinkage (in the worked centre, the peak needs 15 on the phones and 22 scheduled), checks occupancy, and prices the day per call with what one more agent buys at the peak. Part 2 covers laying shifts over the curve, reading the queue during the day, and the weekly forecast review. For supervisors and managers of small call and contact centres; not workforce management software or legal advice. With your purchase comes a personalised sheet for your busiest interval.

What’s inside

The full contents of The Staffing Day Plan: the plan, running the day, the working pages and three bonuses

Step 1, The Interval Rule: a call centre day forecast in half-hours from four weeks of data

The day forecast in half-hours
Handle time: talk, hold and wrap
Agents on the phones, interval by interval
Shrinkage: heads on the schedule
Occupancy at the peaks
Cost per call, and what one more agent buys
Covering the curve with shifts, reading the queue, the weekly review
Interval planner, shrinkage worksheet and shift cover grid
Bonuses: a quickstart, the Erlang card and a what-if card
A personalised sheet: your busiest interval, staffed and scheduled

Plus a second PDF, worked out for you

Run one of the free calculators first and buy from that page, and this sheet is computed from your own figures. Buy from here and the pack still arrives complete — the sheet simply has no numbers of yours to work from yet.

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$19.00 including any taxes · PDF, 27 pages · instant download, link valid 7 days and 5 downloads.
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