Free Standalone Calculators

Turnella offers 20 free calculators at turnella.com/calculators. They do not require an account or login and run entirely in your browser. Each answers a specific workforce planning question in seconds.

Core Staffing Calculators

Erlang C — Voice Staffing (/calculators/voice)

The most-used calculator. Enter your call volume, AHT, and service level target and get an instant headcount. Useful for quick checks before building a full workstream, or for answering one-off questions like "if we get 80 calls in the 10:00 slot, how many agents do we need?"

Live Chat Staffing (/calculators/chat)

Calculates agents needed for a chat queue using concurrency modelling. Enter sessions per interval, AHT, max concurrency, active time ratio, and shrinkage.

Email and Ticket Staffing (/calculators/email)

For deferred work with an SLA deadline. Enter daily volume, existing backlog, AHT, efficiency, and SLA deadline to get FTE required and estimated days to clear the backlog.

Multi-Channel Staffing (/calculators/multichannel)

Combines voice, chat, email, and back-office staffing in a single view. Useful for operations managers who need to see total headcount across all channels at once.

SL Target Comparison (/calculators/sl-target)

Shows agents required and cost at three SL targets side by side: 70/20, 80/20, and 90/20. Makes the cost difference between SL levels explicit — invaluable when building a business case for a specific SL target.

Capacity and Shrinkage Calculators

Productive Capacity Calculator (/calculators/productive-capacity)

Estimates how many productive hours your team actually delivers in a year after accounting for all planned and unplanned absence. Essential for annual headcount budget planning.

A full-time agent contracted to work 40 hours per week does not deliver 40 hours of productive contact-handling time per week. After deducting annual leave (28 days UK statutory), sick leave (6–10 days average), and training time (5–10 days), a 40h/week agent delivers approximately 30–34 productive hours per week — 75–85% of contracted hours.

Shrinkage Calculator (/calculators/shrinkage)

Converts a shrinkage percentage into the total scheduled headcount needed above the seated requirement. A 30% shrinkage does not mean adding 30% to the seated count — it means dividing by 0.70.

AHT Impact (/calculators/aht)

Shows how headcount changes if AHT increases or decreases. Quantifies the value of coaching and the risk of process changes that lengthen calls.

Cost and ROI Calculators

Cost Per Contact (/calculators/cost)

Calculates the fully loaded labour cost per contact. Takes hourly rate, on-cost uplift, headcount, and weekly volume.

Overtime vs Temp vs Hire (/calculators/overtime-cost)

Compares the three common ways to close a staffing gap:

• Overtime — existing staff at a premium rate
• Temporary agency workers — higher day rate, immediate availability, no long-term commitment
• Permanent hire — lower long-term cost but recruitment, onboarding, and ramp time

The calculator shows break-even weeks between options — useful for deciding whether a gap is short-term (overtime is cheaper) or long-term (hire is cheaper).

Attrition Cost (/calculators/attrition)

Calculates the annual cost of staff turnover: recruitment fees, productivity loss during ramp, and manager time. Typical contact centre attrition cost is £3,000–£8,000 per leaver. A 20-agent team with 40% attrition costs £24,000–£64,000 per year just in replacement costs.

Contact Deflection ROI (/calculators/deflection-roi)

Models the payback period on self-service, chatbot, or IVR investment. Enter baseline volume, deflection rate, monthly cost of the technology, and cost per live contact. The calculator shows monthly savings and months to payback.

HR and Quality Calculators

Bradford Factor (/calculators/bradford-factor)

Calculates the Bradford Factor score for an individual employee's absence pattern. Formula: B = S² × D (spells squared multiplied by total days). Used in absence management frameworks to identify employees with frequent short absences.

Note: The thresholds below are illustrative examples only. Always follow your own HR policy and local employment law. Turnella does not provide HR or legal advice.

Common trigger thresholds:

First Call Resolution Impact (/calculators/fcr)

Models the volume reduction from improving first-call resolution (FCR) — resolving more calls so customers do not call back. Shows calls eliminated per day, FTE saved, and annual cost saving.

Forecast Accuracy (/calculators/forecast-accuracy)

Calculates WAPE, MAPE, Bias, and % within 5% from pairs of actual and forecast values. Useful if you track forecast accuracy outside Turnella or want to evaluate a third-party forecast.

Scheduling and Rostering Calculators

Shift Coverage Planner (/calculators/shift-coverage)

Visual shift planner for quick scheduling without building a full workstream. Add shifts, assign headcount, and see coverage vs a manually entered requirement — no login needed.

FTE to Headcount Converter (/calculators/fte)

Converts between FTE (full-time equivalent) and headcount at any mix of contract types. Enter your FTE target and a split of contract hours and get the actual headcount number.

Occupancy Calculator (/calculators/occupancy)

Calculates agent occupancy from volume, AHT, and agent count. Shows whether the planned staffing level keeps occupancy within a healthy range (typically 70–85%).

Service Level Simulator (/calculators/sl-simulator)

Interactive simulator showing how SL, occupancy, and queue length change as you vary agent count in real time. Good for training resource planners and demonstrating the Erlang curve to stakeholders.

Backlog Clearance Planner (/calculators/backlog)

Given a starting backlog and daily arrival rate, calculates how long clearance takes at different staffing levels and flags SLA breach risk.