Dont know if this is the right forum for this.
I have a perplexing problem for which I believe only a mathematic whiz can provide a solution
I have a team who are into call taking (ie they handle incoming calls)
My delima is to find out their utilization effectively.
Our company requires that a person contribute around 192 hours a month. calculated as 24 days or 22 working days in a month multiplied by 8 hours a day ( 24x8= 192 hrs)
My people on an average take around 1000 calls a month each and I estimate that they spend approx 5 mins per call
Based on that I derived at this formula - 1000 (calls) x 5 (mins) divided by 60 (min) to get the conversion in hours - so if a person takes 1000 calls then he/she gets 83.33 hours a month.
But this is where my delima lies
1) Is this method of calculation correct ?
2) as you can see by this method - they fall short by around 100 hours - even though I know that they have been utilized more- this method shows that they are under utilized - any help or suggestion welcome