Determining Appropriate Staffing Adjustments in a Call Center Staff Group

This paper deals with determining workload requirements and staffing allocations in call center environments. This paper will outline a process for achieving proper sizing of staff in a call center system which consists of 2 call centers having different operating hours. First, historical information is gathered and trend lines created and used as future predictors. These trends and relationships of metrics are then used to determine required agent work. That required agent work is then scaled to payroll equivalents. The call center system will be evaluated using 30 minute intervals (48 total intervals) for each day of week. This paper will discuss the importance of key performance indicators in an attempt to qualify certain decision points in this process, while attempting optimize efficiency and achieve cost reduction without detracting from the customer experience.