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ITIL :: View topic - Newbie question: re anticipating support calls
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Newbie question: re anticipating support calls

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Joined: Feb 04, 2008
Posts: 1

PostPosted: Mon Feb 04, 2008 8:38 pm    Post subject: Newbie question: re anticipating support calls Reply with quote

HI, Hope this is not too off topic but I work for a company where we are releasing a new web based system to the general public. We need to try and anticipate the expected call leveles thsi new app will produce. Are there any standard 'rates' that can be used to scope support desk staffing etc? For example:-

If you expect x users to login, y% of those will call your support line and teh average call length will be z minutes?

It seems to me that thsi is very difficult to predict but any help/guidance really appreciated?

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Joined: Aug 31, 2005
Posts: 550
Location: UK

PostPosted: Mon Feb 04, 2008 10:03 pm    Post subject: Reply with quote

Suggest you look at Noel Bruton's website (google it) as a starting point. He has an archived article called How many people? Of course you will have to use this as a basis only, as behavior is different when it is an external desk. Also, calls do not come in evenly spread - you need to staff for the peaks.
Liz Gallacher,
Accredited ITIL and ISO/IEC20000 Trainer and Consultant - Freelance
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Joined: Oct 12, 2007
Posts: 306
Location: Ireland

PostPosted: Tue Feb 05, 2008 5:49 am    Post subject: Reply with quote

Do you have stats for how many calls your service get anyway. Last implementation I did like that we got about 10-15% calls via the web over the first few weeks and had a program for 6 months that would look to increase this.

Use current stats to try and identify the low priority calls as they are the onse that will come in and anything to do with self service forms.

I dont have a magic formula but you shoul dbe able to ball park is an dthem start measuring it from the start.
Mark O'Loughlin
ITSM / ITIL Consultant
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