How do you make assumptions for capacity planning?

Question

Accepted Answer

Capacity assumptions are based on historical data, trends, business goals, and input from various stakeholders.

Consider historical data on call volumes, average handle times, and shrinkage
Take into account any upcoming marketing campaigns or promotions that may impact call volume
Consult with operations team, finance team, and other relevant stakeholders to gather input on business goals and constraints
Use forecasting models and simulations to predict future demand and determine required capacity levels