The Ultimate Guide to Staffing Model for Call Centers

Welcome to the Ultimate Guide to Staffing Model for Call Centers!

Are you looking for a way to optimize your call center operations and maximize the efficiency of your staff? Look no further than the staffing model. A well-designed staffing model can help you strike the perfect balance between productivity, customer satisfaction, and cost-effectiveness.

In this comprehensive guide, we will dive deep into all aspects of staffing model for call centers, from the basics to the advanced strategies. We will explain what it is, why it matters, and how to implement it in your own call center. So, buckle up and get ready to become a staffing model expert!

What is a Staffing Model?

At its core, a staffing model is a mathematical formula that determines how many agents you need to have on your call center floor at any given time to meet your service level objectives. It takes into account various factors such as call volume, handle time, shrinkage, and staffing requirements to predict the optimal number of agents needed to handle calls while maintaining a desired level of service quality.

πŸ“ˆ The goal of a staffing model is to minimize overstaffing and understaffing, which can both be costly and detrimental to customer satisfaction. By staffing just the right number of agents, you can ensure that your customers are happy, your agents are productive, and your budget stays in check.

Elements of a Staffing Model

A staffing model is made up of several key components that work together to generate a staffing plan. These include:

Component Definition
Call volume The number of incoming calls your call center receives within a specified time period.
Handle time The average time it takes for an agent to handle a call, including hold time and post-call work time.
Shrinkage The amount of time agents are unavailable to take calls due to activities such as breaks, meetings, training, and other non-productive activities.
Service level The percentage of calls that are answered within a specified time period, usually measured in seconds.
Occupancy rate The percentage of time agents are actively engaged with a customer, as opposed to waiting for calls or performing non-productive activities.
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πŸ“Š By inputting these variables into a staffing model, you can create a staffing plan that predicts how many agents you need on the floor to meet your service level objectives while minimizing idle time and overwork.

Why is Staffing Model Important for Call Centers?

Without a staffing model, call centers would be flying blind when it comes to workforce management. You would have no way of knowing how many agents to schedule, what your call center’s capacity is, or how to balance service quality with cost efficiency.

πŸš€ A staffing model allows you to:

  • Predict staffing requirements accurately
  • Maximize productivity and efficiency
  • Ensure service level goals are met
  • Reduce labor costs by eliminating overstaffing and understaffing
  • Improve customer satisfaction by reducing wait times and abandoned calls

Overall, a staffing model is essential for call centers that want to optimize their workforce and deliver top-notch customer service.

How to Create a Staffing Model for Your Call Center

The process of creating a staffing model for your call center can be broken down into several steps:

Step 1: Gather Historical Data

The first step is to gather historical data on your call center’s performance over a period of time. This includes call volume, handle time, service level, and shrinkage. The more data you have, the more accurate your staffing model will be.

Step 2: Calculate Service Level Objectives

The next step is to determine what service level objectives you want to achieve. This is usually expressed as a percentage of calls answered within a certain number of seconds, such as 80% of calls answered within 20 seconds.

Step 3: Calculate Staffing Requirements

Using the historical data and service level objectives, you can calculate the staffing requirements for each time interval, such as every 30 minutes. This involves inputting the data into a staffing model formula to generate the number of agents needed to achieve the desired service level.

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Step 4: Create a Schedule

Once you have the staffing requirements, you can create a schedule that assigns agents to specific time slots. This takes into account factors such as agent availability, shift preferences, and workload distribution.

Step 5: Monitor and Adjust

Finally, you should monitor your call center’s performance regularly and adjust your staffing model as needed. This involves tracking key metrics such as service level, average handle time, and occupancy rate, and making incremental changes to your staffing plan to improve performance.

πŸ”§ There are many staffing model software solutions available that can automate this process and make it easier to manage.

FAQs about Staffing Model for Call Centers

1. What is the best staffing model for call centers?

There is no one-size-fits-all staffing model for call centers, as each call center has its unique needs and requirements. However, some common staffing models include Erlang C, Simulcast, and Fixed Staffing.

2. How often should I update my staffing model?

You should update your staffing model regularly to ensure that it reflects any changes in call volume, handle time, or other variables. We recommend updating it every quarter, or more frequently if your call center experiences significant fluctuations in demand.

3. What is shrinkage, and why is it important for staffing models?

Shrinkage refers to the amount of time agents are unavailable to take calls due to things like breaks, meetings, training, and other non-productive activities. It is important to account for shrinkage in staffing models to ensure that you have enough agents on the floor to handle calls during peak periods.

4. Can staffing models be used for other types of operations besides call centers?

Yes, staffing models can be used for any type of operation that involves predicting workforce requirements based on demand. Examples include retail stores, restaurants, and manufacturing facilities.

5. Does a staffing model guarantee a certain level of service quality?

No, a staffing model is only a tool for predicting staffing requirements. It does not guarantee a certain level of service quality, as this depends on many factors outside of staffing, such as technology, training, and customer expectations.

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6. How can I measure the effectiveness of my staffing model?

You can measure the effectiveness of your staffing model by tracking key metrics such as service level, average handle time, and occupancy rate. If these metrics are consistently meeting or exceeding your service level objectives, your staffing model is likely working well.

7. How can I get buy-in from stakeholders for a new staffing model?

You can get buy-in from stakeholders by presenting a clear and compelling business case that highlights the benefits of a new staffing model, such as cost savings, improved customer satisfaction, and increased productivity. Showing data and using concrete examples may also be helpful in convincing stakeholders.


Implementing a staffing model in your call center can be a game-changer when it comes to workforce management. By accurately predicting staffing requirements and optimizing your workforce, you can improve efficiency, reduce costs, and deliver top-notch customer service.

Remember to gather historical data, determine service level objectives, calculate staffing requirements, create a schedule, and monitor and adjust regularly to ensure the success of your staffing model. And, don’t forget to get buy-in from stakeholders by presenting a solid business case.

🌟 So, what are you waiting for? Start implementing a staffing model in your call center today and watch your performance soar!


This article is for informational purposes only and should not be construed as legal or professional advice. The information contained herein is provided “as is” without warranty of any kind, either expressed or implied. The author and publisher are not engaged in rendering legal or other professional services by providing this information. You should seek professional advice if you have any questions or concerns about any of the topics covered in this article.