Tools > Capacity Planner

The CCT Group Sample Capacity Plan allows you to calculate required agents on a monthly basis. This plan can be used to feed a financial forecast. The inputs required are incoming calls and the components of paid productivity: handle time, occupancy, efficiency, and paid allowances. The outputs are full time equivalents and paid productivity.

Send email to info@cctgroup.com to receive your free copy in Microsoft Excel 97 format. In the email, please include the following information:

Name
Company
Email Address

Call Center Capacity Plan	Feed	Month 1	Month 2	Month 3	Total

Customers
Total Accounts
Call Rate (Calls/Account/Month)
Call Volume/Month
Calls Offered
Calls Handled
Abandon Rate (%)
Workdays/Volume
# Weekday Equivalents in Month
# Weekdays
# Weekend/Holiday Days
Weekend/Holiday Day Adjustment (%)
Workdays for Planning
Daily Equivalent Call Volume:
Call Mix (Sales/Service)
Percentage Sales Calls (%)
Sales Call Handle Time
Percentage Service Calls (%)
Service Call Handle Time
Productivity
Average Handle Time
Occupancy (%)
Miscellaneous Non Scheduled (Efficiency) (%)
Projected Rate (Calls per System Hour)
Projected Rate (Calls per 8-hour Day)
Daily Hours required to handle call volume
Monthly Hours required to handle call volume
FTE required to handle call volume
Allowances:
Vacation (%)

Absences (%)

Disability (%)

Breaks (%)

Remedial Training (%)

Total Allowances (%)
Total Hours Required to Cover Allowances
Grand Total Hours Required
Full Time Equivalents Required (@ 8 hours/day)
Total Productivity (Calls per Paid Hour)