Computing FTE for Chat Account

Computing FTE for Chat Account

Hi Everyone,
I am from an aviation Call Center which is planning to launch a chat facility in our centre. I would just like to ask if how can we compute for the FTE requirement for this project? so far this has been my computation and I hope to have it validated by the experts! 🙂

volume: 3500 per month
AHT of 950 secs
concurrency of 2.3 to 3 chats per agent

first I compute for the chats per hour:
=3600/(aht/concurrency)
=3600/(950/2.5)
=9.47

then divided the volume with the chats per hour and baked in the shrinkages and project the computation to get a weekly HC reqts

=chat volume/chats per hour/working hours in a week less shrinkage
=3500/9.47/(40*(1-24.58%))
=13 agents

Question asked by Martin

Computing FTE for Chat Account

I have couple of observations a) occupancy in not considered while calculating FTE & b) the volume 3500 per month whereas you have considered 40 hrs per FTE in your calculation.

With thanks to Kaushik

Author: Jonty Pearce