Hi, It depends on call spike time frame , if call spike is only for 1 or 2 intervals, then as a RTA, need to go with current schedule to ensure sufficient staffing, removing call work, hold time, reduce talk time, remove any coaching etc. If overtime being offered for these short time frame then it is a direct cost to company and reducing revenue which is not good. At the day end, if service level is met according to client target, then it is good. Missing out on certain intervals during day is ok if exhausted all the options. Additional staffing could be QA, SME, TL to login but they have their own sets of work to complete. Again, For this question, you can include both B and D in answer if asked.
Hi, It depends on call spike time frame , if call spike is only for 1 or 2 intervals, then as a RTA, need to go with current schedule to ensure sufficient staffing, removing call work, hold time, reduce talk time, remove any coaching etc. If overtime being offered for these short time frame then it is a direct cost to company and reducing revenue which is not good. At the day end, if service level is met according to client target, then it is good. Missing out on certain intervals during day is ok if exhausted all the options. Additional staffing could be QA, SME, TL to login but they have their own sets of work to complete. Again, For this question, you can include both B and D in answer if asked.
If its back office non voice and not calls then it can be B. But its calls and realtime, no need to ask for OTs, instead you will actually need to ask client for info onwhy the sudden spike, if the volume goes beyond the agreed upon volume per interval/day, the client will have to agree not to include failing stats for that day on the overall monthly stats(but you need to show AHOD was raised and all adjustments were made like break cancellations etc.).
Hi, Below is the calculation details. To calculate the number of calls that can be answered given the number of agents, the average handling time (AHT), and the login hours, follow these steps: Login hours is 7:30 hours after excluding 1 hour lunch and 30 minutes break Convert AHT to hours: AHT=15 minutes= 15/60 Hours=0.25 hours Calculate the total available agent hours: Total Available Agent Hours=Number of Agents × Login Hours Total Available Agent Hours=10×7.5 hours=75 hours Calculate the number of calls that can be handled: Number of Calls = Total Available Agent Hours / AHT Number of Calls= 75 / 0.25 =300 calls So, given 10 agents, an average handling time of 15 minutes per call, and 7.5 login hours per agent, a total of 300 calls can be answered.
Thank you for your great effort
Thanks
In question 3 why the ans is (d) and not (b)
It should be B only.
Hi, It depends on call spike time frame , if call spike is only for 1 or 2 intervals, then as a RTA, need to go with current schedule to ensure sufficient staffing, removing call work, hold time, reduce talk time, remove any coaching etc.
If overtime being offered for these short time frame then it is a direct cost to company and reducing revenue which is not good. At the day end, if service level is met according to client target, then it is good. Missing out on certain intervals during day is ok if exhausted all the options.
Additional staffing could be QA, SME, TL to login but they have their own sets of work to complete.
Again, For this question, you can include both B and D in answer if asked.
Hi, It depends on call spike time frame , if call spike is only for 1 or 2 intervals, then as a RTA, need to go with current schedule to ensure sufficient staffing, removing call work, hold time, reduce talk time, remove any coaching etc.
If overtime being offered for these short time frame then it is a direct cost to company and reducing revenue which is not good. At the day end, if service level is met according to client target, then it is good. Missing out on certain intervals during day is ok if exhausted all the options.
Additional staffing could be QA, SME, TL to login but they have their own sets of work to complete.
Again, For this question, you can include both B and D in answer if asked.
If its back office non voice and not calls then it can be B. But its calls and realtime, no need to ask for OTs, instead you will actually need to ask client for info onwhy the sudden spike, if the volume goes beyond the agreed upon volume per interval/day, the client will have to agree not to include failing stats for that day on the overall monthly stats(but you need to show AHOD was raised and all adjustments were made like break cancellations etc.).
15 min AHT
10 agent
9 hrs shift
1hr lunch
30 min brk
How many calls they can answer?
300
Yes sir, correct
Hi, Below is the calculation details.
To calculate the number of calls that can be answered given the number of agents, the average handling time (AHT), and the login hours, follow these steps:
Login hours is 7:30 hours after excluding 1 hour lunch and 30 minutes break
Convert AHT to hours:
AHT=15 minutes= 15/60
Hours=0.25 hours
Calculate the total available agent hours:
Total Available Agent Hours=Number of Agents × Login Hours
Total Available Agent Hours=10×7.5 hours=75 hours
Calculate the number of calls that can be handled:
Number of Calls = Total Available Agent Hours / AHT
Number of Calls= 75 / 0.25
=300 calls
So, given 10 agents, an average handling time of 15 minutes per call, and 7.5 login hours per agent, a total of 300 calls can be answered.
@@Techno49 thank you
@susmitadebnath8125 Thanks