How many calls needed to reach target?

[EvilC]

Hey all,

I want to calculate how many calls is needed (answered in Service Level column C) to reach the target (column G). In below example this would be 1156, not taking in account that calls are abandoned. So incoming calls and answered calls will increase. How can is calculate this using the columns i have below? SL in column F is calculated : A2/(B2-E2).

Any help is much appreciated.



[TABLE="class: grid, width: 1000"]
<tbody>[TR]
[TD="align: center"][/TD]
[TD="align: center"]A[/TD]
[TD="align: center"]B[/TD]
[TD="align: center"]C[/TD]
[TD="align: center"]D[/TD]
[TD="align: center"]E[/TD]
[TD="align: center"]F[/TD]
[TD="align: center"]G[/TD]
[TD="align: center"]H[/TD]
[/TR]
[TR]
[TD="align: center"]1[/TD]
[TD]Incoming Calls[/TD]
[TD]Answered Calls[/TD]
[TD]Answered SL[/TD]
[TD]Total Abandoned Calls[/TD]
[TD]Abandoned during IVR[/TD]
[TD]SL[/TD]
[TD]Target[/TD]
[TD]Needed Answered SL[/TD]
[/TR]
[TR]
[TD="align: center"]2[/TD]
[TD]3422[/TD]
[TD]3298[/TD]
[TD]3497[/TD]
[TD]124[/TD]
[TD]9[/TD]
[TD]73.2%[/TD]
[TD]80%[/TD]
[TD][/TD]
[/TR]
</tbody>[/TABLE]

 

[etaf]

how much history do you have ???
do you have an approximation for % abandoned
you then have a run rate for the call profile, maybe even seasonality
also the volume trend

is this just a month of calls and so you want to monitor as it increases

assuming abandoned is as shown 124 in 3422

what volume are you assuming will occur ?

 

[EvilC]

Hey Etaf,

Thanks for your reply

See my response below

how much history do you have ???
do you have an approximation for % abandoned (its about 4%)
you then have a run rate for the call profile, maybe even seasonality

also the volume trend (yes i have a daily forecast 4182 for this month)

is this just a month of calls and so you want to monitor as it increases (this is the status until today per month, I only need to calculate how many calls need to be in SL to get to the target)

assuming abandoned is as shown 124 in 3422 (correct)

what volume are you assuming will occur ? (around 200 calls per day)

 

[etaf]

How come SL calls is higher than incoming calls


so the target will depend on the day you want to get the value

OR is it just based on the facts you have now
if its the fact you have now
then all you need is
80% of the (incoming calls - abandoned calls)

3422 - 124
OR answered calls

* 0.8

thats the number required

OR
month forecast for calls = 4182
* 0.04 abandoned rate
* total calls 4182 * 0.8 - I assume the target is 80% of total incoming calls


Otherwise if you want to see what needs to be done at the end of the month

200 * number of work days in month
= total calls * 0.8

otherwise perhaps i'm over complicating the answer and not really understanding your question
it maybe because i carried out a few call centre improvement projects and also carried out some modelling for manpower, based on call parterns and various SLA targets , shift etc
so I maybe using my experience of call centres unnecessarily complicating your question