How do you create a capacity plan in Excel?

1. Step 1: Enter Settings.
2. Step 2: Enter Resources’ Capacity.
3. Step 3: Enter Vacation and Overtime.
4. Step 4: Enter Demand data.
5. Step 5: Refresh Calculations.
6. Step 6: Review Dashboard.
7. Step 7: Addressing Over-utilization and Under-Utilization.
8. Step 8: View Calendar for granular time periods.

How do you do capacity planning in a call center?

What is capacity planning in call centers?

1. Number of requests/contacts expected.
2. Number of agents on staff.
3. Average Handle Time (AHT) to complete a request from start to finish.
4. Required service level (X% of people should be connected with an agent within y amount of time)
5. Target answer time (first-touch)

How is BPO capacity calculated?

Once the contact centre has calculated these figures, it can then simply divide the number calculated for “total handling time” by the figure calculated for “total logged time” and multiply the result by 100, to find a percentage occupancy.

How do you present a capacity plan?

How to develop an effective capacity planning process

1. Select an appropriate capacity planning process owner.
2. Identify the key resources to be measured.
3. Measure the utilizations or performance of the resources.
4. Compare utilizations to maximum capacities.
5. Collect workload forecasts from developers and users.

How do you write a capacity plan?

4 Steps to Successful Capacity Planning in Project Management

1. Step 1: Establish the Necessary Processes with the Right Staff.
2. Step 2: Ensure Complete and Up-to-Date Project Data.
3. Step 3: Identify the Actually Available Capacities.
4. Step 4: Consolidate Capacities and Requirements.

How do you calculate capacity planning?

Capacity is calculated as (number of machines or workers) × (number of shifts) × (utilization) × (efficiency).

What is call capacity?

The number of SS7 Links (connections) that are required is calculated on the number of SS7 Servers and the expected maximum call capacity. The smallest unit of SS7 communication is a Link. This is a single timeslot within an E1 or T1 trunk, and is capable of transferring data at 64 kbps.

What is Erlang calculation?

An Erlang Calculator is a mathematical calculation that allows you to calculate the number of staff that you need for a given number of calls, to meet a given service level. It is based on the Erlang C formula (a derivative of the Poisson distribution) that was designed by the Danish Mathematician A.K.

How to create a capacity plan for a call center?

This long term capacity plan allows you to easily compile your weekly forecasted call volumes, AHT’s, and shrinkage numbers to create a visual plan of when you need to hire and when you can plan extra off the phone activities. Can be used for either call, email, or chat volumes.

How to create an Excel capacity planning template?

Staff Capacity Planning Template Excel Home Remodel Capacity Management Template Project Resource Excel Project Management Capacity Planning Template Capacity Excel Human Resources Excel Resource Planning Template Staffing Models & Staffing Plans Workforce & Process Capacity Planning Spreadsheet Download Resource Capacity.

What kind of spreadsheet do I need for a call center?

Can be used for either call, email, or chat volumes. Please note, this is a spreadsheet based in Microsoft Excel. You need to own Excel (sold separately) to run this spreadsheet.

What are the activities of a call center?

Process Time (mins) Avg Monthly Volume Processes & Activities Supplemental (Outsourced) Call Center Process 1 Process 2 Process 3 Process 4 Process 5 Activity 1 Activity 2 Activity 3 Activity 4 Activity 5 Activity 6 Activity 7 Activity 8 Activity 9 Activity 10 Job Position 1 Job Position 2 Job Position 3 Job Position 4 Job Position 5

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