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Craig's Verification Tips

Completion Rate: Calculating Future Capacity Needs

The following is an excerpt from my October 21, 2014 presentation at the National Association of Professional Background Screeners Convention (NAPBS)

Every verifications department needs to predict the impact that future volume will have on capacity and provide ramp-up schedules that are accurate and dependable. That’s a challenge when ramping up involves recruiting, hiring and training new people who may or may not work out several weeks into the schedule. Add to that the fact that orders can take anywhere from a few minutes to several days to complete.

Completion Rate Chart











Here is a tool you can use to help you predict capacity needs in the future. Warning—this is something you will have to customize for your shop, but once you do, you will have an easier time predicting the impact future volume will have on capacity.

The key ingredient here is Completion Rate. If you take all the orders you receive in a 24-hour period and track them over a reasonable vanishing point (a 96-hour period is shown here), at what average rate per day (24-hour period) were they closed? With those percentages (see -40%, -45%, etc.) and the variables of average touches per hour per person and the number of hours each person works on verifications per day (shown in grey 13 and 7.25), the tool can tell you how many orders you should expect to close and how many you should carry over to the next day.

Give it a try and let me know if you have any questions.

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