HR demand - Index Trend Analysis PDF

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HR Planning HR Demand Forecasting Practice Exercise Index/Trend Analysis Practice Exercise: Forecast the number of full-time CSR positions required for 2021, 2022, and 2023. ABC Inc. is a specialty call centre business based in Burlington, Ontario. ABC began operations several years ago with 20 FT CSRs working one 8hrs shift MondaysFridays.    

In its first year of business, the 20 CSRs recorded 198,240 calls. By 2018, the 20 CSRs recorded 231,280 calls. In 2019, ABC created 5 additional FT CSR positions (25 CSRs). In total 289,100 calls were recorded. In 2020 ABC’s 25 FT took 309,750 calls.

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ABC’s managers are expecting business to shrink 萎縮 in 2021 due to challenges that arose from the COVID-19 pandemic. They estimate the total number of calls will be 120,000. They expect the Employee Requirement Ratio to remain at the 2020 level.

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Management plans to aggressively pursue new markets in the third quarter of 2021. They are estimate significant increase in the number of calls with the estimate for 2022 a total of 375,000 calls. They expect the Employee Requirement Ratio to remain at the 2020 level.

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ABC’s managers expect improvement by 2023. They plan to increase their hours of operation that year and are estimating a total of 562,500 calls. The Employee Requirement Ratio is expected to remain at the 2020 level.

ANSWER KEY HR Demand Forecast 2021-2023 ABC Call Centre Customer Service Representative Positions

Year

201 7 201 8 201 9 202 0

Operational Index

# FTE CSR Positions

198,240

Employee Requirement Ratio (Calls per employee) 20 9,912:1

231,280

20

11,564:1

289,100

25

11,564:1

309,750

25

12,390:1

202 1 202 2 202 3

120,000

9.7

12,390:1

375,000

30.3

12,390:1

562,500

45.4

12,390:1...