Anyone good at maths???

bloodline76 · 27 Jun 2008 at 12:54

I work at a call centre and we have to answer a 80% of calls within 20secs.

can someone come up with a formula for predicting number of calls which could be taken without failing this.

So if we have taken 628 calls and have answered 87% how many calls can we take before me fail?

Thanks

If you dont know ask one of your kids lol

weringo · 27 Jun 2008 at 12:56

So you're asking what is the MINIMUM amount of work you can do?

platypus · 27 Jun 2008 at 12:57

80% of calls within 20 seconds. I'm so glad I don't work in a call centre.

Over what time period are you asking?

Steve2000 · 27 Jun 2008 at 12:58

If you had taken 628 calls then you'd need to answer 502.4 calls in time in order to keep your job.

Monkey Puzzle · 27 Jun 2008 at 13:00

Not quite sure what you wantr to know- you've answered 87% of 628 calls, so 546.36

Since it has to be an integer, take it to be 546

for you to fall to below 80% of calls, and assuming you answer no more of the calls received from then on, you can answer

546/0.8 = 682.5. Again, can't be an integer, so must be the higher number of 683.

683 - 628 = 55 for you to fall under the 80%.

You can not answer another 54 calls before you fall below the 80% level.

platypus · 27 Jun 2008 at 13:04

So the real question is, is he calculating if he's got the sack or not? Or asking us to help him calculate when he can slack off?

Monkey Puzzle · 27 Jun 2008 at 13:06

I'm guessing he works for the ambulance service and is wanting to know how many collapsed members of the public he can leave to chance while he goes to get a McDonalds.

platypus · 27 Jun 2008 at 13:08

Haha

.

Morba · 27 Jun 2008 at 13:10

mate, there is a reason why resource departments have workforce management programs. If you want information on stuff like that go and speak to the one on your site, that way they can tell you more about the metrics that are used and how you lot being lazy effects call stats

davethe11 · 27 Jun 2008 at 13:19

Lamo · 27 Jun 2008 at 14:15

Ha ha the centre where I work at the customer services staff have to answer 90% of calls in 20 seconds...

Morba · 27 Jun 2008 at 14:18

Lamo said:
Ha ha the centre where I work at the customer services staff have to answer 90% of calls in 20 seconds...

thats nothing new or special. it also has less to do with how fast agents answer the phone (as long as ACHT is close) and more to do with how many agents you have answering the calls

Lamo · 27 Jun 2008 at 14:30

Morba said:
thats nothing new or special. it also has less to do with how fast agents answer the phone (as long as ACHT is close) and more to do with how many agents you have answering the calls

I never said it was new or special, but it is a harder target to hit than an 80/20 SLA

Morba · 27 Jun 2008 at 14:43

Lamo said:
I never said it was new or special, but it is a harder target to hit than an 80/20 SLA

Of course it is harder, but given a decent resource management it should be easily possible (unless you work in a service provider which could get an influx of calls for a major outage).

Lamo · 27 Jun 2008 at 14:57

major influxs everyday for lots of outages

Morba · 27 Jun 2008 at 14:58

Lamo said:
major influxs everyday for lots of outages

then using the 90/20 sla as a target is silly, unless you have a decent routing system (configured well) to overflow calls to other areas.

bloodline76 · 27 Jun 2008 at 15:20

weringo said:
So you're asking what is the MINIMUM amount of work you can do?

No want do work off the phone but they wont let me as we need to keep our target.

So really I wanted to do more work. But not fail the target.

bloodline76 · 27 Jun 2008 at 18:37

Morba said:
mate, there is a reason why resource departments have workforce management programs. If you want information on stuff like that go and speak to the one on your site, that way they can tell you more about the metrics that are used and how you lot being lazy effects call stats

Its nothing to do with being lazy. I help out when the calls are mantic but I also have my own job to do. So I need to work out when I have time to do the more time consuming tasks.

As for seeing management, they havent got a clue or I wouldnt ask here. I am sure I can work it out. Just asked as I was doing something at the time and thought someone could be of help.

Thanks for the positive comments.

The question was more on my own time management. So i have to do my work but I help others, but if i worked out where we are safe then i can do other things.

PS There are no macdonalds in my area.

Monkey Puzzle · 27 Jun 2008 at 18:42

bloodline76 said:
Its nothing to do with being lazy. I help out when the calls are mantic but I also have my own job to do. So I need to work out when I have time to do the more time consuming tasks.

As for seeing management, they havent got a clue or I wouldnt ask here. I am sure I can work it out. Just asked as I was doing something at the time and thought someone could be of help.

Thanks for the positive comments.

The question was more on my own time management. So i have to do my work but I help others, but if i worked out where we are safe then i can do other things.

PS There are no macdonalds in my area.

Is that why you needed to know if you had time to drive there?

Amnesia · 27 Jun 2008 at 18:49

bloodline76 said:
I work at a call centre and we have to answer a 80% of calls within 20secs.

can someone come up with a formula for predicting number of calls which could be taken without failing this.

So if we have taken 628 calls and have answered 87% how many calls can we take before me fail?

Thanks

If you dont know ask one of your kids lol

is it not just 628/87 then multiply that by 100 then multiply that by .8 ?

i got 577