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There are so many aspects to budgeting for a contact centre, and all the parts need to fit together into a flexible model.

It’s important to be able to ask ‘what if’ questions for short-range and long-term planning, and the more robust and flexible your models are the greater confidence and insight you will bring to key decision makers.

Here we provide a comprehensive model for calculating headcount, with additional tools for looking at the number of workstations (and associated capital) you will require over time.

All our discussion here will work towards accurate staffing forecasts. We won’t touch on defining costs for them as that will come down to your own organisation’s Finance teams and how they count cost centres.