Developing A Staffing Model for the Help DeskLocked
I am interested in obtaining suggestions on how to develop a staffing model for a customer support center supporting approximately 28,000 end users.
Here’s some background information:
There are a total of 15 Analysts. There are only 3 Analysts available for each shift.
There are 3 shifts per day of the work week (Monday through Friday).
Support will only be provided via telephone. Voicemail will be available.
It is not clear exactly how many telephone lines will be provided.
Here’s what I am looking for in particular:
What is the total number of calls an Analyst can answer/handle per 8 hour work day.
(Inclusive of password resets, How do I accomplish xyz task…)
Given the amount of analyst available per shift, what will the customer satisfaction rate be?…What would it be if the number of analysts per shift increased?
How many staff will be required for each shift (realistically)?
How much time should be allotted for each incoming call?
How should missed calls which went to voicemail be handled?
Lastly, do you know where I might find Trend Analysis Data related to this?
Thanks so much in advance for your assistance.