Staffing your contact center isn’t just about filling seats; it’s about creating a balance that ensures exceptional customer service without overspending. Whether you’re preparing for everyday operations or seasonal spikes, determining the ideal number of agents can feel like solving a puzzle. But don’t worry—we’ve broken it down for you!
Step 1: Understand Your Call Volume
Do you know how many calls, chats, or emails your contact center handles daily? Take a deep dive into historical data to uncover patterns. For instance, does call volume spike during lunchtime or on Fridays? What about during holiday seasons? Elasticalls’ real-time analytics make it easy to spot these trends and plan accordingly.
Tip: Plan for peak times, but don’t overestimate. A platform like Elasticalls can streamline multichannel support, reducing the number of agents needed without compromising service.
Step 2: Set Your Service Level Goals
What’s your definition of excellent service? Is it answering 80% of calls within 20 seconds? Resolving 90% of chats within five minutes? Your goals will shape how many agents you need at any given time.
Interactive Thought: Imagine being the customer waiting in a queue—how long would you tolerate waiting? That perspective can help you define realistic service levels.
Step 3: Calculate Your Average Handling Time (AHT)
Every second counts! Measure how long it takes an agent to handle a customer interaction, including follow-up tasks. For example, if your AHT is five minutes and you receive 60 calls per hour, you’ll need at least five agents during peak hours to keep up.
Pro Tip: Elasticalls’ unified interface lets agents handle queries faster by managing multiple channels—like WhatsApp, SMS, and email—all in one place.
Step 4: Factor in Shrinkage
Shrinkage accounts for non-productive time, such as breaks, training, and sick days. On average, this is around 20-30% of an agent’s working hours. Failing to consider this can lead to understaffing during critical moments.
Did You Know? Elasticalls’ scheduling tools help you plan shifts effectively, so you’re never caught short-handed.
Step 5: Leverage Technology to Reduce Staffing Needs
Gone are the days when staffing was a one-size-fits-all solution. Tools like Elasticalls’ AI-infused chatbots can handle repetitive tasks, such as answering FAQs or providing order updates, leaving your human agents free to focus on more complex issues.
Imagine This: A chatbot resolves 40% of inquiries automatically—how much more efficient could your team become?
Step 6: Use the Erlang C Formula
This tried-and-tested formula helps you calculate the number of agents needed based on call volume, AHT, and service level goals. If math isn’t your strong suit, workforce management software can automate the calculations for you.
Step 7: Prepare for Multichannel Demands
Today’s customers don’t just call; they chat, email, and message on WhatsApp. Elasticalls empowers your team to manage all these channels from one system, reducing the need for channel-specific agents.
Challenge: Can your team handle a customer query that starts on WhatsApp, moves to email, and ends on a call—all without switching platforms? With Elasticalls, they can!
Step 8: Stay Flexible
What happens if demand suddenly surges? Hiring temporary staff or outsourcing can fill the gap. Elasticalls also allows your team to scale operations effortlessly, ensuring you’re never overwhelmed.
Are You Ready to Staff Smarter?
Optimizing your contact center staffing isn’t just about crunching numbers—it’s about creating a dynamic, adaptable team that works smarter, not harder. With Elasticalls’ advanced tools, you can plan, monitor, and adjust staffing levels in real-time.
Let’s make your contact center a well-oiled machine!