The Staffing Day Plan
The CallTypes workbook for turning an Erlang C answer into a day of half-hours, a schedule and a cost per call
An Erlang C calculator answers one half-hour: how many agents must be on the phones to meet a service level. A supervisor still has to turn that into a rota: agents who are also on breaks, in training or off sick, a day that is quiet at eight and busy at eleven, a cost per call, and a case for the next hire. The Staffing Day Plan runs the site's Erlang C across a whole day. Part 1 forecasts the day in half-hours, measures handle time properly, finds the agents each interval needs, adds shrinkage (in the worked centre, the peak needs 15 on the phones and 22 scheduled), checks occupancy, and prices the day per call with what one more agent buys at the peak. Part 2 covers laying shifts over the curve, reading the queue during the day, and the weekly forecast review. For supervisors and managers of small call and contact centres; not workforce management software or legal advice. With your purchase comes a personalised sheet for your busiest interval.
Look inside
Two full pages from the workbook, exactly as printed. Click either to read it at full size before you decide.
What is in it
- The day forecast in half-hours
- Handle time: talk, hold and wrap
- Agents on the phones, interval by interval
- Shrinkage: heads on the schedule
- Occupancy at the peaks
- Cost per call, and what one more agent buys
- Covering the curve with shifts, reading the queue, the weekly review
- Interval planner, shrinkage worksheet and shift cover grid
- Bonuses: a quickstart, the Erlang card and a what-if card
- A personalised sheet: your busiest interval, staffed and scheduled
- ✓ 27 printable pages
- ✓ 10 sections, worksheets and templates
- ✓ A second PDF worked out from the numbers you enter
- ✓ No account needed, just an email address
- ✓ Instant download; link valid 7 days
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The workbook complements the free Call Center Staffing Calculator. It staffs one interval; the workbook plans the whole day, adds shrinkage and prices each call.