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Overhead/Shrinkage Calculator for Contact Centers

Overhead is a crucial component of resource planning for call centers. Too many misconceptions and misunderstandings create havoc in many call centers. Often they may not even know that their inability to meet their service level goals is due to wrong calculations and insufficient planning with regard to their Overhead. Our online Overhead Calculator will remove the mystery and confusion in this critical planning step. Your call center reports will make so much more sense once you have effectively calculated your overhead. (Overhead is also known as Shrinkage.) The Goal is to fill all applicable tabs and click on "Calculate" in the "Final" tab. HINT: Work with one forecasting group/department/call center at a time.

hours *
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Use this tab to calculate a more realistic vacation overhead. Your personnel most likely comprises of various dates of hire potentially creating different vacation allocation depending on how long they have been with the company. Simply indicate how many agents you have in each corresponding row for the number of vacation weeks each agent is allowed for the year. For example, if you have 10 agents that are allowed 2 weeks each, you indicate 10 in the row for 2 weeks. And so on for your whole unit. NB.: If you use this tab it will ignore the value you entered in the Main tab under "Total Vacation Days".

Number of Vacation Weeks Number of Agents

Use this tab to get a more realistic overhead figure for absenteeism. This tab requires that you provide some historical data. Be sure you entered a value for "Average Number of Agents that worked the previous year". Then under "Total Hours for your Unit", you must type the total hours of each category accumulated absent time for that Unit for the entire previous year. You have room to include 10 different types of reason codes for absenteeism. Some are provided for suggestions, but you can overwrite them all. NB.: If you use this tab it will ignore the value you entered in the Main tab under "Total Absent Days".



agents *

Name of Absenteeism Categories

Total Hours for Unit

Activity 1: It is named for Meetings, but you can rename it and use it for anything else. Enter all the different types of meetings that an Agent must attend throughout the year. The first two lines have been filled as examples to guide you, they will not be included in your figures. Enter a value for the year _OR_ for the month, but not both. The calculator will default to Month if you enter both.

Description Hours per Agent per Year Hours per Agent per Month
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Activity 2: It is named for Training, but you can rename it and use it for anything else. Enter all the different types of training that an Agent must attend throughout the year. (See Activity 1 for examples on how to use.) Enter a value for the year _OR_ for the month, but not both. The calculator will default to Month if you enter both.

Description Hours per Agent per Year Hours per Agent per Month
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Activity 3: It is named for Coaching, but you can rename it and use it for anything else. Enter all the different types of coaching that an Agent must attend throughout the year. (See Activity 1 for examples on how to use.) Enter a value for the year _OR_ for the month, but not both. The calculator will default to Month if you enter both.

Description Hours per Agent per Year Hours per Agent per Month
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Activity 4: It is named for Evaluations, but you can rename it and use it for anything else. Enter all the different types of evaluations that an Agent must attend throughout the year. (See Activity 1 for examples on how to use.) Enter a value for the year _OR_ for the month, but not both. The calculator will default to Month if you enter both.

Description Hours per Agent per Year Hours per Agent per Month
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Activity 5: It is named for Activity 5, but you can rename it and use it for anything else. Enter all the different types of this activity that an Agent must attend throughout the year. (See Activity 1 for examples on how to use.) Enter a value for the year _OR_ for the month, but not both. The calculator will default to Month if you enter both.

Description Hours per Agent per Year Hours per Agent per Month
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Activity 6: It is named for Activity 6, but you can rename it and use it for anything else. Enter all the different types of this activity that an Agent must attend throughout the year. (See Activity 1 for examples on how to use.) Enter a value for the year _OR_ for the month, but not both. The calculator will default to Month if you enter both.

Description Hours per Agent per Year Hours per Agent per Month
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This contains the Overhead calculation results. Simply click on "Calculate" to process the results once you have filled out the tabs that apply to your context. PS Not an ideal display for IE7.



Calculate
Overhead Summary
Days Off
Vacation: %
Personal Days: %
Statutory Holidays: %
Other Days: %
Activities
Meetings: %
Training: %
Coaching: %
Evaluations: %
Activity 5: %
Activity 6: %
Attendance
Schedule Conformance: %
Absenteeism: %
Overhead Total %