Solution

Call Volume Required No. Of Consultants Capacity Per Consultant

Average Settlement Time

Call Volume?
Call Volume prediction require past data of Call volumes

 Decomposing the Call Volume Data Factors influencing call volume are decomposed out of the raw call volume data

Calculating seasonal Index

The fluctuations which are repeated from year to year with about the same timing and level of intensity.

Calculating Annual trend

A linear trend often is calculated using the annual sales Often fitting a straight line to the seasonal data is misleading. By constructing the scatterdiagram, Parabola might be a better fit therefore estimating using quadratic trend.

Calculating the Cyclic Effects

Deseasonalized Call Volumes

Cyclic Index Predicted Call Volume/Trend To study the general cyclic movement rather than precise cyclic changes, the cyclic plot must be smoothed out by replacing each index calculation with a centered three-period moving average.

Making the Call Volume Forecast

Step 1: Compute the future call volume trend level using the trend line equation Step 2: Multiply the call volume trend level from Step 1 by the period seasonal Step 3: Multiply the result of Step 2 by the projected cyclic index to include cyclic effects and get the final forecast result

Average Settlement time?

Master Data Call=6*3=18 hrs Analysis Call= 20*5=100 hrs Documentum Call= 1*2=2 hrs Security Calls=2*2=4 hrs Total =122/4=30 hrs

Capacity per consulatant?

Working hour per Consultant

Gross/net ratio

Working Time duration

 Working hour per consultant is 9.15 Gross/net ratio=7.15/9.15= 78% Working time duration=