How Is FTE Calculated In BPO?

How do you calculate FTE volume and AHT?

To get to your FTE number, you first have to figure out the total weekly hours worked by your part-time employees [10 x 20 = 200].

Then, you divide 200 by 30, which leaves you with 6.6.

Now, round down.

Add your full-time employee count to that number, and you get to an FTE number of 46..

How many calls do call Centre workers take a day?

50 callsAs mentioned earlier, call center agents can take up to 50 calls a day, and not every one is resolved during the first call. Some calls will require a follow-up that may last days or weeks after the first interaction.

How do I calculate how many staff I need?

To find how many employees are needed, combine production time required with your forecast of nonproductive time per employee, and then divide that by scheduled hours per employee to find “equivalent full-time” (EFT) people needed. Later, you may decide to meet some of these EFT needs with two part-time people each.

What is BPO shrinkage?

Call center shrinkage is the number of agents actively taking calls divided by the number of agents who are not available for any reason.

What is AHT in BPO?

Average handle time (AHT) is a metric that’s commonly used as a key performance indicator (KPI) for call centers. It represents the average length of contact for a customer on a call.

What is a .8 FTE?

A 0.8 fte is 4 8hr shifts per week, a 0.6 is 3 8hr shifts per week.

How is occupancy calculated in BPO?

Call center occupancy is one of the key metrics that is often confused with an agent’s productivity. Essentially, It is the percentage of time that an agent actually spend handling incoming calls against the available or idle time, which is determined by dividing workload hours by staff hours.

How many hours is 0.75 FTE?

What does . 75 FTE mean? A. The employee has a regular (not temporary) budgeted assignment of 75% of a full-time position (either 28 hours per week for non-exempt positions, which normally work 37.5 hrs per week; or 30 hours for exempt positions normally working 40 hrs per week).

How do you calculate an FTE?

The calculation of full-time equivalent (FTE) is an employee’s scheduled hours divided by the employer’s hours for a full-time workweek. When an employer has a 40-hour workweek, employees who are scheduled to work 40 hours per week are 1.0 FTEs. Employees scheduled to work 20 hours per week are 0.5 FTEs.

What is AHT formula?

Calculating AHT (Total talk time + total hold time + after call work time) / total number of calls. AHT can be assessed per agent, per department, or across the organization.

What is average FTE?

The Small Business Administration (SBA) defines a Full-Time Equivalent employee [FTE] as “an employee who works 40 hours or more, on average, each week.” The hours of employees who work less than 40 hours are calculated as proportions of a single FTE employee and aggregated.

How is FTE calculated in call center?

This is the more accurate method and pretty straightforward to calculate. Just take the number of hours they work and divide it by the number of hours that make up an FTE in your contact center. If a person works 24 hours and your FTE is 40 hours, then the math is 24 divided by 40, which is 60%.

How many agents do I need to answer calls?

Using the example above, 80% of calls answered within 20 seconds would require 17 agents. A more ambitious goal of 90% of calls answered within 10 seconds would require just two additional agents.

How many calls can an agent take?

Well, a single agent can handle 30 to 50 calls in an eight-hour shift depending on the demand. The nature of inbound calls is to handle/receive numerous calls done by agents. The inbound call center agent aims to solve all customer queries and positively turn the prospect into business loyal customers.