Section A : Capacity Planner & Analysis

1. Calculate following. 25 Marks

a. Design the Shrinkage sheet using the following parameters 5 Marks
8.5 hour shift
One 30 min Meal break
Two 15 min Tea Break
50 Hours Paid training per year
60 Min weekly Outbound
10 holidays
8 Sick leaves
24 Paid Leave
b. Using the Shrinkage determined in Part a and the following parameters determine the FTE Requirement:
5 Marks
Working window: 24 by 7
Contact Type : Email
Service Level :7 Day TAT (Working Days)
AHT: 2363 Sec
Weekly Volume 14364 Calls
Occupancy: 85%

c. Design the Shrinkage sheet using the following parameters 5 Marks
9 hour shift
One 45 min Meal Break
Two 15 min Tea Break
15 min daily briefing
30 min weekly Coaching/Feedback
8 holidays
10 Sick leaves
32 Paid Leave

d. Using the Shrinkage determined in Part a and the following parameters determine the FTE Requirement &
Projected Service Level: 10 Marks
Working window: 24 by 7
Contact Type : Calls
Service Level :95% in 20 Sec (Daily)
AHT: 200 Sec
Weekly Volume 115687 Calls
Consistent Shift Start
Team Size 10
Consecutive Weekly OFF
Arrival Patter Attached Along with Erlang add-in.
Test Scenario.xlsm



2. Draw the learning curve for following hiring with defined assumptions: 8 Marks
a. Hiring

b. Training & LC Weeks

c. Throughput

d. Learning Curve

e. Base AHT 600 Sec
Sample








3. Calculate following basis attached raw data: 8 Marks
a. AHT (Weekly/Monthly)
b. Service Level (Weekly/Monthly)
c. Offer Rate(Weekly/Monthly)
d. Absenteeism for Production Agents(Daily/Weekly/Monthly)
AHT SL OFFER.xlsx Absenteeism.xlsx



4. Calculate the absolute & percentage impact on Capacity and revenue loss for following scenario: 6 Marks

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Break +
Trng
Absenteeism FTE Capacity
30-May-
10
29956 2082 17888 18968 94% 14% 22082 81% 465 15.0% 14.6% 30% 660 635 28808 -25 -1147





a. Break+Trng Shrinkage of 18%
b. Absenteeism of 17.5%
c. Both of above together

Revenue Loss Calculation (Billing on Actual AHT, Per minute rate is $ .55)





Section B : Live Bean
1. Define WFM. Write the 4 basic capabilities of WFM. 2 Marks
2. Name 3 basic types of manual forecasting techniques 2 Marks
3. Name 2 main components for calculating agent workload 2 Marks
4. Name 3 one word terms which you think affects or is important for adherence
2 Marks
5. Name 2 different types of planned and unplanned absenteeism 2 Marks
6. Name 2 prime key Erlang C assumptions. 2 Marks
7. Match the following terminologies with the following statements:- 2 Marks
(AHT, Shrinkage, Occupancy, SL, ASA, RTA)
a. X % of calls answered in Y seconds
b. The time for which people are paid during which they are not available to handle calls.
c. Talk time + after call work time + hold time
d. Real time management process for tracking and analysis
e. The average delay of all calls averaged together including the calls that experienced no delay
f. Percentage of time an agent is actually involved in call handling during the hour versus sitting in the idle
state waiting for a call
8. Identify the following phrases falls in which of the two groups:- [full timers; part timers; contact staff; temporary
staff; hours of operation; budgetary constraints; consistent shift start time; staggered shift start time; split weekly
offs; consecutive weekly offs]
A B
Scheduling Limitations Scheduling Leverages





2 Marks
9. Which one of the following is not true about under-staffing implications:- 2 Marks
a. Poor service to customers
b. Lost revenue
c. Lower productivity/occupancy
d. Over worked staff

10. The two prime components of time series forecasting technique are:- 2 Marks
a. Call volume and time
b. Trend and seasonality
c. Moving and weighted averages
11. The following makes the call centre staffing unique:- 2 Marks
a. Random call arrivals
b. Invisible queue
c. Service expectations
d. All the above
12. Calculate the weighted AHT of Queue X which has Group A and Group B types of calls
Group A : 300 calls; 550 sec AHT
Group B : 250 calls; 510 sec AHT 2 Marks
13. Calculate how many agents we require to schedule when the process requirement is of 90 FTEs and the expected
shrinkage is 19%. (show formula along with answer)
2 Marks
14. If .240 is the annual trend what will be the monthly forecast trend rate? 2 Marks
15. Study the following data table and calculate daily forecast when the weekly forecast is 3689 calls.
2 Marks
Mon Tue Wed Thu Fri Sat Sun Total
Avg. Daily
Total
330 353 345 318 383 289 269 2287

Section C : Excel

1. Create 2 levels of Dependent List basis raw data available in Sheet1 (Location, Process & Queue).
3 Marks
2. Transpose Data in Sheet2 using Indirect () & Transpose(). 3 Marks
3. Create a self expanding Validation list using Offset () (Sheet3). 3 Marks
4. Vlookup & Match Combination to pull value (Sheet4). 3 Marks
5. Vlookup, Match & Indirect Combination to pull value (Sheet5). 5 Marks
6. Find Duplicate Records using Countif () (Sheet6). 3 Marks
7. Fetch Unique records (Sheet6). 3 Marks
Excel.xlsx