Dear all,
I really struggle how to calculate that we actually need 600 employees for A and B. Basically,
if our current call center runs at 75% utiization rate and we need 400 employees to have 36K calls a year, can we basically say that now our utilization rate was higher before by 50% hence, but going down from 75 to 50 is (50-75)/75 a reduction of 30 percent and hence we need 30 percent more employees. not 50%...Kinda confused
Thanks a lot!!!
We don't have the actual question, but I'll point out that 400 x 75 / 50 = 600. Could that help?
Following up on Guennael:
The logic comes (I believe) because you are looking for the same geometric mean (# of agents at 100% utilization), not an arithmetic mean.
75% util. * 400 agents = 300 agents talking non-stop
300 agents talking non-stop / 50% util. = 600 agents
Cheers
Elias
