Our calculator takes your call center metrics—like average call volume, handling time, and desired service level—and applies proven workforce management principles to estimate the required number of agents. This ensures you’re neither overstaffed nor understaffed.
The number of calls received. (Hover to learn more)
This metric represents the number of incoming calls your call center receives in an hour. It helps determine how many agents are needed to handle the expected workload. For example, if your call center typically receives 120 calls per hour, this figure will be used to calculate staffing needs.
The average time taken to handle a call, in seconds.
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AHT is the average duration it takes for an agent to handle a call, including talk time and any follow-up work. This metric influences how many calls an agent can manage in a given time frame. For instance, if the AHT is 5 minutes, each agent can handle approximately 12 calls per hour.
Desired efficiency percentage for agents
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Indicates the percentage of time that agents are actively engaged in handling calls vs their total available working time. A typical target is between 85% and 90%. This rate helps ensure that agents are utilized effectively without leading to burnout or decreased service quality.
A percentage accounting for non-productive time
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A Call Center Staffing Calculator is a tool designed to help businesses determine the optimal number of agents needed to handle incoming calls efficiently. By inputting key metrics such as call volume, handling time, and service levels, the calculator provides insights into staffing requirements, ensuring that your call center is adequately equipped to meet customer demand.
The calculator enhances efficiency by providing a data-driven approach to staffing. By accurately forecasting the number of agents required based on call volume and handling times, businesses can avoid both understaffing and overstaffing. This balance leads to shorter wait times for customers, reduced agent burnout, and ultimately, higher productivity. When agents are scheduled appropriately, they can focus on delivering excellent service, which contributes to overall operational success.
Yes, the Call Center Staffing Calculator is versatile and can be used across various industries as long as relevant call center metrics are available. Whether you’re in telecommunications, healthcare, finance, or retail, the calculator can adapt to your specific needs. By inputting your unique data points, you can optimize staffing levels to fit your industry’s demands and improve customer service outcomes.
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