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• Mariam Fathima

In the previous post, we have learned the definition of workload and an universal formula to calculate workload i.e.

`Volume X Average Handle Time` Now lets take some examples to understand the calculation better:

A typical Call Center environment

Voice/Chat Channel Type:

Given

Example 1 - 60 call with an AHT of 10 mins

Example 2 - 100 calls with an AHT of 10 mins

Ans:

Workload @ Example 1 = (60 X 10)/60 = 10 hours

Workload @ Example 2 = (100X10)/60 = 16.67 hours

Note: Workload is usually denoted in hours and hence all our calculation is converted into hours for every interval

Back Office Channel Type:

Given

Example- 100 Claims with a productivity of 6 claims per hour

Ans:

Lets use productivity to calculate Average Handle Time for each claim:

6 Claims = 1 hours = 60 mins = 3600 secs

1 Claim = 60/6 = 10 mins OR

1 Claim = 3600/6 = 600 secs

thereby, Workload = (100 X 10)/60 = 16.67 hours

Conclusion:

Calculating Workload is one of the first steps to estimate number of employees in a typical contact center environment.

Workload calculation depends on 2 major factors - transactions or volume that will flow into a certain process and the time taken to complete the task

Try Yourself:

328 accounts processed with 10 accounts per hour.