A to Z Capacity Planning Process

 

Capacity Planning Process: The plan will be reviewed every 2 weeks and is totally based on calls and AHT trend. After determining required FTE, we need to check the current production Headcount, ongoing transaction batches and overages in other business, before advising Hiring team, if there is a staffing shortage. We need to look for movements in other business, if we find staffing overages.

Please find the below step by step process,

Capacity Planning: 

 

Calls Forecast Trend: 

AHT Trend: 

Shrinkage Trend: 

Attrition Trend: 

Disclaimer: This data and formatting does't belongs to any company and it is just my assumptions.

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                                                                                                       Mirza Taqi ali

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