Capacity Plan

A capacity plan is typically used to determine the number of agents required to be employed at a future date. The capacity plan (also referred to as a “staffing plan”) is usually created well before the planned period to allow for the time required to recruit and train additional staff or create additional workspace. This is distinct from the schedule, which determines when existing staff will work.

A capacity plan involves forecasting future demand, aligning resources, and optimizing operations to meet service level agreements (SLAs) and customer expectations.

The goal of a capacity plan is to balance the workload with the available resources, ensuring that the contact center operates efficiently and effectively, providing high-quality customer service while maintaining cost-effectiveness. It helps achieve optimal service levels, minimize wait times, enhance customer satisfaction, and ultimately meet organizational objectives.

Key Elements of a Capacity Plan in Contact Centers 

• Workload Forecasting: Predicts future demand based on historical data, trends, seasonality, marketing initiatives, product launches, or other relevant factors. This helps understand the expected volume of calls, chats, emails, or other interactions.
• Resource Assessment: Evaluates the contact center’s current capacity and capabilities, including the number of agents, their skills, available technology, and supporting infrastructure.
• Gap Analysis: Identifies gaps between the forecasted workload and the current capacity. This involves determining if additional resources are needed to meet the expected demand.
• Resource Planning and Allocation: Allocates the necessary resources, such as agents, supervisors, workstations, and technology, to bridge the identified gaps and meet the forecasted workload.
• Technology and Automation: Assesses the effectiveness of current technology and consider enhancements or new solutions to optimize handling capacity and improve operational efficiency.