Matching basis of background personnel in call center

The matching basis of call center will mainly include personnel cost.

Equipment depreciation, network communication, trunk line, management platform amortization, property rent, water and electricity and other supporting expenses of this system. In these cost components, according to many industry surveys at home and abroad, personnel

The cost will account for about 60-70% of the total cost. So the calculation of personnel cost has become the most important, but it is precisely the calculation of personnel cost that is the most complicated and easy to fall into the trap compared with other projects, because people

The calculation of personnel cost should not only be based on accurate business volume forecast, but also carefully calculate the staffing ratio in different months.

Business volume is the core driving force of incoming call center, and it is also the premise for call center to make accurate budget plan. The business volume determines the number of people, the size of the workplace, the number of workstations, the number of trunk lines and the matching of many other supporting resources. Therefore, the call center is in

Before making a budget plan, we must collect and use all available data and information, and use scientific and reasonable forecasting methods, combined with the monthly AHT index, to predict the distribution of electricity at least every month in the new year.

Calculate the total monthly workload (I will share various methods of business forecast in future updates). However, it should be noted that it is still necessary to adjust the amount given up in this amount, because under a certain service level,

Below the index, it is inevitable to abandon the amount.

On the basis of reliable business data, another important task is the calculation of employee ratio. As we all know, employees work 8 hours a day and 40 hours a week.

It is impossible to spend 100% of an hour's workload on answering and processing calls, and a considerable proportion of the time must be invalid working hours. That means 40 hours of business, and the number of employees required is not 1.

A, but1.X. Therefore, it is very important to measure the proportion of invalid working hours.

This ratio probably consists of three parts: attendance loss, shift loss and online loss.

Attendance loss mainly includes public holidays, paid vacations, sick leave, personal leave, being late and leaving early. We assume that the total loss accounts for15% of an employee's monthly salary; The loss of duty means that employees are

Lost working time within the specified shift time, including rest, toilet, drinking water, meals, training, meetings, etc. Don't say that you have included the meal and training time beyond 8 hours, which is at the expense of your employees.

Time and satisfaction. We assume that the total loss accounts for 18.75% of an employee's monthly salary. Online loss refers to the waiting time of employees, assuming that employees only need to log in.

The recording system has only three states: call, post-processing and ready waiting. Auxiliary time should be included in the shift loss. We assume that the waiting time accounts for 10% of an employee's monthly salary.

Then the proportion of total invalid working time is:15%+18.75%+10% = 43.75%.

The effective working time ratio is: 100%-43.75=56.25%.

The staffing ratio is 100%÷56.25%= 1.78.

In other words, you need 1.78 employees to complete the workload of 40 hours per week or 176 or 182 hours per month. Therefore, if you need 100 for the workload of 5,438+10 next June, then your call center needs at least 178 full-time employees to participate in the scheduling in order to reach the set service level indicators. Then calculate the proportion of managers and the overall salary and welfare cost of the month.

If your call center still has online chat, internet and email support, you can also refer to this idea to calculate the corresponding staffing ratio.

It should be noted that the actual situation of each center is different. Here, we just share the idea of calculation. There are still many subtleties in the specific calculation process, which need to be handled flexibly.