Hourly Capacity for Email Process

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Hourly Capacity for Email Process

Headcount available for one interval is 10 & email per hour is 13 & non productive time is 12%,can I the manual formula to calculate capacity

Question asked by kiran

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So 1 person can handle 13 emails per hour?

Then 10 people could handle 130 emails per hour.

Take off 12% and you have 114 Emails per hour.

You also need to take out shrinkage out of the equation – say 35%, which reduces the capacity to 74 emails per hour.

With thanks to Jonty

Author
Jonty Pearce

Jonty Pearce walked into his first call centre in 1989 and has been hooked ever since. He founded Call Centre Helper in 1989.

He is an Engineering Graduate with a background in marketing and publishing. In 2020 he won the AOP Digital Publishing Award for The Best Use of Data.

He writes and speaks on a wide variety of subjects - particularly around forecasting and scheduling. His in depth knowledge of forecasting algorithms has earned him the nickname "Mr Erlang."

Connect with Jonty on LinkedIn

Hourly Capacity for Email Process

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Hourly Capacity for Email Process

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