Key Questions for Ramping Up Capacity During Peak Season

After the peak season ends, capacity planners enter a critical period of reflection and forward planning. This is the time to assess what went well and what did not from a capacity perspective, and then look ahead to the upcoming peak season. The objective is to strategically invest resources to improve business capacity, considering both known and unforeseen initiatives.

During my capacity planning phase, I ask several questions that help determine the level of capacity needed for the upcoming season. These questions establish the constraints necessary for building an initial base model. If this base model falls short of meeting peak demand, it signals the need to engage stakeholders to address bottlenecks and modify those constraints. The key questions I consider are:

• What is the minimum and maximum size of a hiring class for onshore and offshore teams?
• What is the realistic frequency and size of hiring that the Talent Acquisition and Knowledge Management teams can achieve?
• How long does it take for Talent Acquisition to complete an average batch hiring class?
• Are there distinct hiring periods for different markets and geographical locations?
• How long is the training period for new associates onshore and offshore before they are production-ready?
• Are there variations in training timelines across different markets and geographical locations?
• What are the no-show and training failure rates for these hiring classes?

All of these questions revolve around the concepts of size, frequency, and duration—the fundamental components of supply chain management. In the context of a contact center, capacity planning is essentially supply management. This process is time-consuming because it necessitates thorough dialogue with stakeholders to understand their constraints and develop solutions that meet the anticipated business requirements. Once alignment is achieved, it takes time to ramp up operations and train new hires. I often say that while modeling may take hours, execution takes quarters.

Effective capacity planning requires a balance of rigorous analysis and collaborative problem-solving. By asking the right questions and engaging key stakeholders, organizations can ensure they have the necessary resources in place to meet future demand, ultimately driving improved operational performance and business growth.