The Importance of a Call Center Staffing Plan

A good call center staffing plan requires accurate forecasting methods.

A good call center staffing plan includes three important "rights." Feel good if your plan includes the right number of the right people at the right times. Without these essential features, your call center environment is most likely reactive and less efficient than it should be. A first step toward reconciling the difference between what is and what will be is developing an understanding of the importance of a call center staffing plan.

Supply and Demand

A call center staffing plan, also called workforce management, is important to reduce the difference between supply and demand. Supply takes into account the number of completed calls your company can expect at a 100 percent productivity rate. Demand refers to the number of employees you need to achieve this objective. The closer you can get to accomplishing this goal through accurate and efficient forecasting methods, the better able your company will be able to handle workload challenges and minimize stress to call center associates while providing maximum results to your customers.

Cost Control

About two-thirds of your operating costs relate to personnel, reports the Call Center Network Group. Because call volume, handling and wrap up time fluctuate widely, controlling costs is largely a matter of controlling personnel. Call center staffing plans are an important cost control mechanism in that they attempt to achieve optimal occupancy, or a balance between the staff you need and the staff you schedule to work. Unfortunately, you cannot instruct employees to clock in and clock out as call volumes dictate. This underscores the need for accurate forecasting to get the best approximation possible.

Shrinkage Considerations

Shrinkage is a complicating factor in a call center staffing plan. Shrinkage refers to any employee present but not currently productive. Activities such as breaks, meetings, training sessions, off-phone work, and general unproductive time all equate to shrinkage. Because shrinkage can range from 20 to 35 percent during each shift, your staffing plan must consider this factor. One way, according to the Call Center Network Group, is to subtract the expected shrinkage percentage from the number one and then divide this number by current staffing requirements.

Call Center Forecasting

Forecasting is essential to the art of call center staffing. It requires an ability to predict the future based on events in the past as well as an analysis of your present situation. The process includes information gathering, analysis, prediction and adjustments. Gathering historical and current data enables you to estimate monthly staffing needs by analyzing trends and seasonal patterns. Once you have this information, comparing it to daily and time-based patterns allows you to break down staffing needs into hourly or shorter forecasts.

References

• International Customer Management Institute: Embracing a Planning Culture for the Call Center; Susan Langwell; Jan. 2011
• Council for Advancement and Support of Education: The Importance of Good Staffing
• Call Center Network Group: Calculating Call Center Staff
• "Call Centers for Dummies"; Real Bergevin, Afshan Kinder, Winston Siegel, Bruce Simpson; 2010
• The Call Center School: Forecasting Fundamentals