Hiring planning

3 Comments

  • Lester

    We support a number of different technical products and each agent specialises in 1 product but has skills to cover our largest product if needed.

    The time spent on ticket metric doesn’t really help me because my agents typical work on multiple things at a time.

    What I try to do is figure out the average time to solve a ticket. Armed with that, if we have 100 tickets that take on average 5 hours each to solve, it gives an idea on the resources needed.

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  • Darwin Vasquez

    We used to get the number of agents we need all mixed up. We both have outbound sales and customer service departments working the same shifts. We don't cross train them because we'd like each agent to focus on what they know best. Except when an agent expresses interest in wanting to be transferred to another department, we consider and provide the proper training.

    Anyway, for every shift, we have 15 outbound sales agents working the phones, chat, and email. For customer support, we have around 12-13 agents per shift. We have a small operation going on and only have our CRM, phone system, and live chat software in place while using CTI to integrate all systems into one unified dashboard making every relevant information accessible. Tenfold is our CTI as of late, and it automatically routes calls to the most qualified customer service rep depending on analytics.

    As far as hiring, we have no plans of adding new agents.Our current process seems to work so far.

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  • Dan Cooper
    Community Moderator

    Hi Adi, 

    My team does workforce management for our organization and one of our primary tasks is helping our clients out with staffing plans against their workload.  Zendesk support tickets tend to fall into more of a back office type of work and a volume x handle time calculation is good for understanding how many people you need.  However, in addition to that metric you'd want to consider what you staff is doing outside of Zendesk.  Many groups experience shrinkage which can include time for breaks, lunch, vacation, meetings, etc.  

    However, Service Level goals will change how you'd want to staff.  If you have a need to respond to tickets in a specific amount of time (and not just get through the work in a week) then you'd want to look into some more detailed calculations and maybe a workforce management system. 

    http://www.swpp.org/certification/articles/calculating-call-center-staff/

    The above link provides some good information about calculating staff in a call center type environment using service level goals.  It's not necessarily in Zendesk, but there are some good fundamentals for staffing in any system in the article. 

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