Basic Capacity planning Excel Model

This user-friendly Excel template simplifies the process of calculating required Full-Time Equivalents (FTEs) for your contact center or support team. Easily input your forecasted volumes, average handling times, occupancy rates, and shrinkage, and the template automatically calculates the FTEs needed for Inbound, Chat, Outbound, and Email channels. Perfect for businesses looking to improve resource allocation and get a handle on capacity planning without complex software.

This model is based on 8 hours of opening hours, if your opening hours are different, feel free to contact me and I'll adjust the formula.