Know how many agents you need to hire, and when you need to hire them. Plan ahead to help avoid poor performance due to under- or over-scheduling of agents.
This long term capacity plan allows you to easily compile your weekly forecasted call volumes, AHT’s, and shrinkage numbers to create a visual plan of when you need to hire and when you can plan extra off the phone activities.
Can be used for either call, email, or chat volumes.
Please note, this is a spreadsheet based in Microsoft Excel. You need to own Excel (sold separately) to run this spreadsheet.
This product comes with a free 19 minute video on capacity plans and how to use this product.
Upon completing item checkout, item can be downloaded immediately and/or via a link sent to your email address (unlimited # of downloads).
SS Capacity is available in a full version and in a lite version. The lite version allows you to visually compare your expected weekly number of agents needed based on inputted volume, AHT, and shrinkage numbers and compare it to your expected weekly Headcount number (accounting for attrition).
The full version of SS Capacity takes the lite version, allows you to compare your forecasted staffing needs to the actual staffing needs, plan for overtime, as well as break out your shrinkage numbers (Absence, Planned Time Off, and Planned Off the Phone Activities). Also, the full version removes some of the Spreadsheet Scheduler logos for a more aesthetically pleasing experience.
So far we have found the FREE scheduler tool to be very helpful. The quick video demo was helpful and we were able to launch with basic setup input.
I do believe we will move on to the next level at some point as I like the ability to break out overhead details and account for OT.
I would recommend the scheduler for those in need.
Do you have solution to help with capacity planning on a hourly level across weeks
As a part of our SS Schedules product, we have an erlang calculator where it will translate your half hour volumes and AHT's into the number of agents required. You are then able to schedule your agents against this requirement line.
