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    Staffing Calculation Tool For Service Desks

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    duma20004233
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    Staffing Calculation Tool For Service Desks

    Uploaded by

    duma20004233
    12 views4 pages
    .

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    Staffing_Calculation_Tool_For_Service_Desks (1)

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    Copyright:

    © All Rights Reserved
    Download as XLS, PDF, TXT or read online from Scribd
    Download as xls, pdf, or txt
    12 views4 pages

    Staffing Calculation Tool For Service Desks

    Uploaded by

    duma20004233
    .

    Copyright:

    © All Rights Reserved
    Download as XLS, PDF, TXT or read online from Scribd
    Download as xls, pdf, or txt
    of 4

    STAFFING CALCULATION TOOL FOR SERVICE DESKS:

    Overview:
    This tool is designed to estimate the number of Full Time Equivalents (FTEs) required
    at an average monthly call volume rate, for three different call duration times. The calculation
    also considers the estimated productive time per employee, per day (8 hours per day less
    shrinkage).

    DIRECTIONS:
    If you want to reuse this spreadsheet at a later date, you should save it with a different file name.

    Open the Data Input spreadsheet by clicking on the 'Data Input' tab above. Replace the 'zeros'
    in the shaded areas with the appropriate information as indicated.

    After completing the Data Input spreadsheet, click on the 'Calculation' tab to see the results
    of your input.

    These calculations are estimates that should be used for planning purposes only. Any other
    pertinent staffing variables should also be considered.
    Enter the appropriate information in the shaded areas below:

    In order to compare staffing requirements at three different call durations, enter three different
    different call duration estimates in the shaded areas below:

    Call duration #1 (in minutes) 5


    Call duration #2 (in minutes) 8
    Call duration #3 (in minutes) 10

    In order to calculate the number of productive minutes per day, per employee,
    enter the appropriate information in the shaded areas below:

    Number of days per year: 365


    Less days per year not open (i.e., weekends): 48 Lunes a Sabado
    317
    Less holidays per year not open: 0
    Less average vacation days per year per employee: 15
    302
    Less average sick days per year per employee: 5
    Less average training days per year per employee: 5
    292
    Average turnover percentage rate: 20%
    Number of productive days per year available: 234

    Hours per day: 8


    Average break time per day in hours: 0.5
    Average administrative time per day in hours: 0.5
    Average lunch time per day in hours (if paid): 0.5
    Productive hours per day available: 6.5

    Productive hours per day: 6.5


    Number of productive days per year available: 234
    Productive hours per year available: 1,518
    Months per year: 12
    Productive hours per month: 127

    Productive hours per year available: 1,518


    Minutes per hour: 60
    Productive minutes per year available: 91,104
    Productive days per year available: 234
    Minutes per day available: 390

    In order to calculate the number of calls per day, enter the appropriate information
    in the shaded areas below:

    Number of weekdays open per year: 317


    Number of weekend days open per year: 0
    Total days per year open 317

    Note: if weekend day call volumes are significantly less than


    the average weekday call volumes, use '0' as the number of weekend
    days open per year.

    Total calls per year: 1,200,000 100 mil por mes


    Months per year: 12
    Total calls per month: 100,000
    Total calls per day: 3,785

    In order to calculate the expected blockage/abandon percentage rate, enter the


    appropriate information in the shaded area below:

    Number of current employees: 50


    Staffing Requirement Calculation:

    Total Monthly Calls: 100,000 100,000 100,000


    Average Resolution Time: 5 minutes 8 minutes 10 minutes
    Minutes Required to Resolve Calls: 500,000 800,000 1,000,000
    Convert to Hours: 60 minutes 60 minutes 60 minutes
    Hours Required to Resolve Calls: 8,333 13,333 16,667
    **Convert to Person Hours: 127 hours 127 hours 127 hours

    Staffing Requirements: 66 FTEs 105 FTEs 132 FTEs

    Estimation of Maximum Daily Blockage/Abandon Rate


    At Current Staffing Level:
    Number of Current Employees: 50 50 50
    Minutes/Day Available for Each Employee: 390 390 390
    Total Minutes/Day Available: 19,500 19,500 19,500

    Average Calls/Day: 3,785 3,785 3,785

    Total Minutes Required to Service Calls/Day: 18,927 30,284 37,855


    Total Minutes Available: 19,500 19,500 19,500
    Call Surplus (Shortage) in Minutes: 573 (10,784) (18,355)

    Blockage/Abandon Rate Expected: -3.0% 35.6% 48.5%

    Note: A negative blockage/abandon rate (>0%) indicates adequate staffing levels


    to achieve less than the industry average of 5%.

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