Updated: Dec 31, 2021
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:
Example 1 - 60 call with an AHT of 10 mins
Example 2 - 100 calls with an AHT of 10 mins
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:
Example- 100 Claims with a productivity of 6 claims per hour
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
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
328 accounts processed with 10 accounts per hour.
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