need answer for some theoretical excel question

[Ramesh Deo]

Hi All,
1- How do you calculate occupancy?

2- What is the formula to calculate Shrinkage?

3- How do you calculate attrition.

4- How do you calculate AHT.

 

[Portucale]

Occupancy is the result of total work time vs. Total time

Shrinkage should be the calculation of employee schedulled vs actual employees

Attrition is the calculation of employees, which leave the company voluntary or involuntary

No. of employees leaving of that month/ Available manpower * 100

AHT (Average Handle Time) is the calculation of Total Time Spend on a call with a customer "Handle Time" which is the sum of (Talk Time + ACW "After Call Work" + Hold Time) vs. Calls Answered

 

[Ramesh Deo]

Occupancy is the result of total work time vs. Total time

Shrinkage should be the calculation of employee schedulled vs actual employees

Attrition is the calculation of employees, which leave the company voluntary or involuntary

No. of employees leaving of that month/ Available manpower * 100

AHT (Average Handle Time) is the calculation of Total Time Spend on a call with a customer "Handle Time" which is the sum of (Talk Time + ACW "After Call Work" + Hold Time) vs. Calls Answered

Thanks Portuale!!

 

[Ramesh Deo]

Thanks Portuale!!

Occupancy is the result of total work time vs. Total time

Shrinkage should be the calculation of employee schedulled vs actual employees

Attrition is the calculation of employees, which leave the company voluntary or involuntary

No. of employees leaving of that month/ Available manpower * 100

AHT (Average Handle Time) is the calculation of Total Time Spend on a call with a customer "Handle Time" which is the sum of (Talk Time + ACW "After Call Work" + Hold Time) vs. Calls Answered

Hi Portucale,

Is it possible to give some examples to get understand better please???

 

[NARAYANK991]

Hi Ramesh ,

See if these links help :

1. http://wfmguru.hpage.in/formulas_10788968.html

2. http://www.callcentrehelper.com/forum/topic/how-to-calculate-the-number-of-agents-required

3. http://www.callcentrehelper.com/erlang-c-calculator-2473.htm

Narayan

 

[Ramesh Deo]

Hi Ramesh ,

See if these links help :

1. http://wfmguru.hpage.in/formulas_10788968.html

2. http://www.callcentrehelper.com/forum/topic/how-to-calculate-the-number-of-agents-required

3. http://www.callcentrehelper.com/erlang-c-calculator-2473.htm

Narayan

Thanks Narayan sir & good to see you after a long time .

 

[Ramesh Deo]

Hi Ramesh ,

See if these links help :

1. http://wfmguru.hpage.in/formulas_10788968.html

2. http://www.callcentrehelper.com/forum/topic/how-to-calculate-the-number-of-agents-required

3. http://www.callcentrehelper.com/erlang-c-calculator-2473.htm

Narayan

Hello Narayan sir,

I have gone through all the links but unable to understand or find the scenarios.will you please give me appropriate scenarios with example or sample file.

 

[NARAYANK991]

Hi Ramesh ,

I am not in this industry , so I don't have much knowledge of this ; see if this helps :

http://searchcrm.techtarget.com/tutorial/Utilizing-call-center-metrics

Narayan