Hi,
I'm tasked with planning an FTE reduction and showing the results to senior leadership. I'm almost done however, I am a little stuck.

Based on 9800 calls per week, an SLA of 85% w/in 45 seconds and shrinkage of 40% I've been able to caculate an overall staffing required of 88 analysts (we currently employ 71 and I need to shrink to 50).

Erlang C tells me I need 15 analysts per hour to meet my SLA.

So my question is: If Erlang C tells me I need 15 analysts per hour, what does that equal for total FTE head count? When forecasting reduction, it is easiest for me to figure results if I calculate 14 FTE per hour, 13 FTE per hour, etc. However I'm struggling with the overall numbers and how our center will be affected.

Please help if you can.

Pamela

Why don't you try to cut the number of calls first? You know the ones you don't want (your customers probably don't want to make these calls either). It is your company's fault the unwanted calls are coming in, so do something to prevent them.

Thanks Rob, we're actually doing both.

After digging through previous posts I was able to answer my previous question.

Have a nice day.