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The
calculated number of agents -above- indicates the number of people that are
required during each operational hour to meet the target.
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But real
people take breaks, require training, have reviews………. so the actual number
of people you need to be working is likely to be higher
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Notes
and Analysis
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This
model makes a number of assumptions:
1. The supply of records matches (or exceeds) the available capacity at all
times. That is, from the agent's perspective there are always calls that can
be made.
2. The algorithm assumes regulatory compliance.
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The
most common questions around this (apparently) simplistic tool are 'But you
haven't considered…..' . This looks too easy. It may look too easy but it
isn't!
The critical element of the model is "Average agent time
(seconds)". The model extrapolates this value to the time spent on ALL system activity
including contact attempts that don't result in contact.
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Limitations
and Caveats
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This
calculator is designed to provide general guidance only. No specific advice
is given or implied.
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Get in touch -
kenneth.reid@me.com
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Copyright Kenneth Reid
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