Establishing a Capacity Model for CS

Tim Tietz

I am trying to establish a capacity model where I will be able to see when my reps have reached capacity and are in danger of going beyond that threshold.  My data sources are intercom, booked calls & inbound phone calls - my blocker is the calculation.  Should I calculate annually/quarterly and Monthly to get base per? or is there another calculation I'm missing? 

Mikael Blaisdell

You should also track research time for them to stay up on what's happening with their assigned customers.  And internal meetings, admin stuff.  And do -not- try for more than 70% utilization.

Ed Powers

Rather than focus on total text and phone time, I recommend you measure the time required for the tasks being completed, Tim. This ensures the time they spend in these activities is actually productive. The approach I take with my clients is to map the customer journey and then associate time to each of the tasks. Preferably, this is done using a time study, but lacking that data, an estimate can often suffice. If you can get to hours/account/year, both for new (requiring more time and attention onboarding) and established (requiring maintenance and expansion), you can then calculate required FTE because the number of available work hours in a year are fixed. Keep in mind this only gives you an average, but variance is high, so managers must still use good judgment assigning individual workloads. Happy to talk through a few examples if it helps!