From the course: IT Service Desk: Management Fundamentals

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Staffing requirements: Shrinkage

Staffing requirements: Shrinkage

From the course: IT Service Desk: Management Fundamentals

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Staffing requirements: Shrinkage

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- So now, after all this talk about shrinkage, we can go back to our calculations. Let's review what we've gathered so far. Contact volume. Broken out by interval, day, week, month, and yearly totals. Total time of all contact workload, based on contact volume. Average handle time of all contacts per channel, so our talk, plus work, plus hold time. Our workload staff hours, total for the entire time frame. Our shrinkage hours total and/or your shrinkage percentage, subtracted from total hours, and then the final step. Take the workload hours required, and divide that by the workload hours available, to give you the rough number of staff that you need. Focusing on workload data for contacts and staff, calculating shrinkage, availability, and occupancy. Balance with service level requirements and targets will start the process of understanding what it takes to staff your service desk. Using this methodology, we'll help you have the data tools required for input, into workforce…

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