How Do You Measure Your Customer Service Team’s Capacity?
Summary
Capacity planning is the process of understanding and predicting the volume an individual team can handle effectively to meet current and future demands. When capacity planning is done well, it means your team is proactively prepared for volume changes, rather than reacting to increasing reply times and frustrated customers. Tools are an effective way to help increase your team’s capacity, but if the expense is greater than the human effort, you may find yourself spending more money for less gain. Sometimes, depending on the nature of your business and the schedule you keep, you might also include accidental or performance-related shrinkage, such as being late to the office, long lunches, and leaving early. Once you find a model that fits, your forecasting will improve, your hiring practices will have more structure, your budget won’t be wasted, and your agents will have less burnout.
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