Hello

What do other people do when it comes to outbound capacity planning. In terms of looking at how many staff would be required to work x amount of leads? There are quite a few varying factors to the dialler which seem to make building a good model extremely difficult.

Has anyone else been faced with this issue? Any thoughts?

Thanks

Hello Dan,

I have recently constructed a model in Excel.

If you are working in a sales environment I have found the best way is to work backwards from your daily sales target. It would be all to easy to increase the number of agents to achieve high completion rates but you need to consider the agents ability to achieve target also.

For example if an agent has a daily target of 10 sales and your average sale to completed record is 10% an agent will need to complete approximately 100 records to achieve their target.

You will also need to factor in the amount of 'effective' time an agent has - for example login duration less waiting time, breaks, one-to-one's etc. You will need to factor average call durations against this to ensure that the required connects/completions are achievable within the time available.

The model will need to consider the records available, overall target completion rate (DMA guideline is 85%), agent effective time, dialler efficiency to determine amount of idle time and average wait between calls, average call duration, target and conversion. You can then goal seek within Excel to find the values required for x number of agents, or just tweak different areas to see the effects - for example increasing dialler efficiency to find the extra effective time required, or changing the conversions/targets etc.

Hope this helps.

Thanks

Andy

Could I have a copy of the Outbound planning model you built in excel...We have just setup a outbound team it would be good to compare numbers

Hello Andy, would you be able to forward a copy of the model you have built, At Vanquis we are attempting to build such a model but have there to be too many variables

Andy if you don't mind sending the copy of that model...

My email address is david.bothamley@travelex.com

many thanks in advanced.

I would also like a copy of the model if you don't mind.

dan.parker@cfs.coop

Thanks

Would you be kind enough to mail a copy also?

Many thanks,

Dale

I would be very interested to see this model if you would oblige - I've created a couple previously but I feel there's always be a factor missing, although results have been reasonable.

Thanks

It would be very nice to have all the information about outbound calls in your's companies?
And also, Andy, would you be so kind to send me that excel :) a.kacinskas@gmail.com or a.kacinskas@omnitel.net

HI andy,

Would you please be kind enough to send me a copy of the same at ashish.gupta@cyfuture.com

Thanks