1 2 3 4

Occupancy Calculations Total Month 1 Month 2 Month 3 Month 4

Billable Volume 87176 20726 42239 63622 67592
Staffed Occupancy 78.37% 76.14% 75.59% 76.28% 76.32%
Actual Occupancy 78.17% 76.14% 75.59% 76.28% 76.32%
Billed Occupancy 74.64% 54.38% 55.97% 58.77% 63.71%

Sample Template Month 0 Month 1 Month 2 Month 3 Month 4

Volume Forecast 62105 64580 67570 70255
Call Capacity 20726 42239 63622 67592
Variance (41379) (22341) (3948) (2663)

Weighted AHT 490 473 454 419

Target AHT/Billable AHT 350 350 350 350
Shrink(Floor Shrinkage) 4% 4% 4% 4%
Shrink(Absenteeism) 12% 12% 12% 12%
Total Shrinkage 16% 16% 16% 16%
Occupancy from Erlang 76.14% 75.59% 76.28% 76.32%

FTE Required 76 77 77 74
FTE Projected 26 50 72 71
Variance (51) (27) (4) (3)

Hiring Batches 30 30 27
Month 1 26 26 23 0
Month 2 0 25 25 22
Month 3 0 0 24 24
Month 4 0 0 0 24
Month 5 0 0 0 0
Projected FTE 26 50 72 71

AHT Learning Curve 350 350 350 350

Month 1 140% 490 490 490 490
Month 2 130% 455 455 455 455
Month 3 120% 420 420 420 420
Month 4 110% 385 385 385 385
Month 5 100% 350 350 350 350
 5 6 7 8 9 10 11 12
Month 5 Month 6 Month 7 Month 8 Month 9 Month 10 Month 11 Month 12
72865 75310 76905 77445 77585 77725 79080 80140
76.95% 76.88% 77.05% 77.37% 77.12% 77.40% 77.28% 77.38%
76.95% 76.26% 76.44% 77.24% 76.85% 77.39% 77.25% 77.17%
70.09% 73.92% 76.05% 76.20% 75.02% 75.74% 74.85% 74.66%

Month 5 Month 6 Month 7 Month 8 Month 9 Month 10 Month 11 Month 12

73555 75310 76905 77445 77585 77725 79080 80140
72865 75921 77524 77577 77864 77727 79114 80353
(690) 611 619 132 279 2 34 213

384 361 352 355 359 358 361 362

350 350 350 350 350 350 350 350
4% 4% 4% 4% 4% 4% 4% 4%
12% 12% 12% 12% 12% 12% 12% 12%
16% 16% 16% 16% 16% 16% 16% 16%
76.95% 76.88% 77.05% 77.37% 77.12% 77.40% 77.28% 77.38%

70 68 67 68 69 69 71 72
70 68 68 68 69 69 71 72
(1) 1 1 0 0 0 0 0

1 2 3 1 4 3 2
0 0 1 2 3 1 3 3
0 0 0 1 2 2 1 3
22 0 0 0 1 2 2 1
24 22 0 0 0 1 2 2
24 47 67 65 64 63 62 63
70 68 68 68 69 69 71 72

350 350 350 350 350 350 350 350

490 490 490 490 490 490 490 490
455 455 455 455 455 455 455 455
420 420 420 420 420 420 420 420
385 385 385 385 385 385 385 385
350 350 350 350 350 350 350 350
 13 14 15 16 17 18 19 20
Month 13 Month 14 Month 15 Month 16 Month 17 Month 18 Month 19 Month 20
81530 83535 83895 84130 87610 87713 91835 92075
78.01% 77.69% 77.97% 77.74% 78.30% 78.06% 78.42% 78.65%
77.94% 77.63% 77.80% 77.53% 78.07% 78.06% 78.08% 78.58%
75.67% 74.63% 75.60% 75.60% 75.08% 75.86% 74.38% 76.09%

Month 13 Month 14 Month 15 Month 16 Month 17 Month 18 Month 19 Month 20

81530 83535 83895 84130 87610 87760 91835 92075
81598 83598 84082 84353 87871 87713 92238 92163
68 63 187 223 261 (47) 403 88

361 364 360 359 364 360 367 361

350 350 350 350 350 350 350 350
4% 4% 4% 4% 4% 4% 4% 4%
12% 12% 12% 12% 12% 12% 12% 12%
16% 16% 16% 16% 16% 16% 16% 16%
78.01% 77.69% 77.97% 77.74% 78.30% 78.06% 78.42% 78.65%

72 75 74 74 78 77 82 81
72 75 74 74 78 77 83 81
0 0 0 0 0 (0) 0 0

5 1 2 6 1 8 3
2 4 1 2 5 1 7 0
2 2 4 1 2 5 1 7
3 2 2 4 1 2 5 1
1 3 2 2 4 1 2 5
64 63 65 66 66 69 68 69
72 75 74 74 78 77 83 81

350 350 350 350 350 350 350 350

490 490 490 490 490 490 490 490
455 455 455 455 455 455 455 455
420 420 420 420 420 420 420 420
385 385 385 385 385 385 385 385
350 350 350 350 350 350 350 350
 21 22 23 24 25 26 27 28
Month 21 Month 22 Month 23 Month 24 Month 25 Month 26 Month 27 Month 28
92825 93075 93285 93390 93660 98835 99065 102593
78.50% 78.73% 78.53% 78.54% 79.27% 78.92% 79.17% 79.19%
78.07% 78.42% 78.23% 78.40% 79.07% 78.76% 78.88% 79.19%
75.84% 76.78% 76.88% 76.90% 77.86% 74.96% 75.92% 75.71%

Month 21 Month 22 Month 23 Month 24 Month 25 Month 26 Month 27 Month 28

92825 93075 93285 93390 93660 98835 99065 102630
93334 93445 93651 93564 93896 99041 99427 102593
509 370 366 174 236 206 362 (37)

360 357 356 357 355 368 364 366

350 350 350 350 350 350 350 350
4% 4% 4% 4% 4% 4% 4% 4%
12% 12% 12% 12% 12% 12% 12% 12%
16% 16% 16% 16% 16% 16% 16% 16%
78.50% 78.73% 78.53% 78.54% 79.27% 78.92% 79.17% 79.19%

81 81 81 81 80 88 87 91
82 81 81 81 80 88 87 91
0 0 0 0 0 0 0 (0)

1 2 2 1 11 1 6 1
3 1 2 2 1 9 1 5
0 2 1 2 2 1 9 1
7 0 2 1 2 2 1 9
1 6 0 2 1 2 2 1
72 71 76 75 76 75 75 75
82 81 81 81 80 88 87 91

350 350 350 350 350 350 350 350

490 490 490 490 490 490 490 490
455 455 455 455 455 455 455 455
420 420 420 420 420 420 420 420
385 385 385 385 385 385 385 385
350 350 350 350 350 350 350 350
 29 30 31 32 33 34 35 36
Month 29 Month 30 Month 31 Month 32 Month 33 Month 34 Month 35 Month 36
102675 106015 106965 108180 108820 111055 112155 112190
79.43% 79.42% 79.49% 79.79% 79.61% 79.97% 79.81% 79.82%
79.05% 79.01% 79.43% 79.52% 79.39% 79.85% 79.64% 79.46%
76.59% 76.27% 77.08% 77.38% 77.28% 77.62% 77.19% 77.41%

Month 29 Month 30 Month 31 Month 32 Month 33 Month 34 Month 35 Month 36

102675 106015 106965 108180 108820 111055 112155 112190
103166 106560 107046 108554 109118 111210 112399 112693
491 545 81 374 298 155 244 503

361 363 361 360 360 360 361 359

350 350 350 350 350 350 350 350
4% 4% 4% 4% 4% 4% 4% 4%
12% 12% 12% 12% 12% 12% 12% 12%
16% 16% 16% 16% 16% 16% 16% 16%
79.43% 79.42% 79.49% 79.79% 79.61% 79.97% 79.81% 79.82%

89 93 93 93 94 96 97 97
90 93 93 94 94 96 97 97
0 0 0 0 0 0 0 0

6 2 3 3 4 4 2
1 5 2 3 3 3 3 2
5 1 5 2 2 2 3 3
1 5 1 5 2 2 2 3
9 1 5 1 5 2 2 2
74 81 81 84 83 86 86 86
90 93 93 94 94 96 97 97

350 350 350 350 350 350 350 350

490 490 490 490 490 490 490 490
455 455 455 455 455 455 455 455
420 420 420 420 420 420 420 420
385 385 385 385 385 385 385 385
350 350 350 350 350 350 350 350