WebMar 1, 2024 · Firstly, you will need to know the size of your customer base, the number of days your contact centre is open in a year and to make an estimation of the average number of times a customer will call each year. For the example below, we have used the figures: Customer base: 30,000. Number of calls each year, per customer: 2. WebDec 15, 2024 · ACD = Total minutes / Good calls, i.e. number of good calls = Total minutes / ACD. Next, we know that ASR represents relation between all call attempts and good calls, so: All calls = Good calls / ASR. Now when we have a total number of calls per day and we know number of seconds in a day, we get CPS = All calls / 24 / 60 / 60.
How to Work Out How Many Staff You Need in a Contact Centre
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