Millenium BPO is a Colombian technology and services company with more than 20 years of experience in the Contact Center and BPO sector, which seeks to be at the forefront in the automation of processes through artificial intelligence, which facilitates the development of different organizations supporting important components of digital transformation, such as customer contact. Generally, one of the characteristic problems of companies in the BPO sector is staff turnover, this refers to the number of workers who leave the company, producing a series of additional costs, such as training, training and training of the active plant, since, workers' time is allocated for these activities given the number of hours to be devoted to teaching processes. High staff turnover rates are factors that determine the achievement of the companies' objectives so that the Operations and Human Management areas are continuously working to recruit staff with shorter and shorter periods of time, so that having an oversizing not only refers to the cost of additional labor but all the processes involved to have the resource available. Oversizing agents implies higher costs and therefore lower profitability and loss in the opportunity cost of being able to use these agents in another channel, for example. When the effect is the opposite and a subdimension of resources is generated, the problem is associated with non-compliance with the contract with the customers for the agreed service, which would end up affecting the commercial relationship with the customer.Therefore, the objective of the following project seeks to improve the profitability indicator based on the ratio of payroll over billing (Payroll / Billing) of the campaign, based on a weekly forecast of incoming calls, so that an optimal and efficient allocation of personnel resources can be made. This analysis will be focused on the agents of the financial sector campaigns, which are assigned 10% of the firm's operation.