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12th April 2022
Is tooth to tail ratio (supervisor & support staff ratio) calculated considering FTE count or total agent count? i.e. 1:20 = 1 TL : 20 FTE; or 1:20 = 1TL : 20 Agents .Which one is correct?
Question asked by Gautam
The right answer is total agent count not FTE.
We have to remember that everyone is an individual.
I would say that a ratio of 20:1 is much too high. It really should be around 1:8, if you are going to have any meaningful coaching.
With thanks to Jonty
The Average Agent/Team Leader Ratio is less than 10
With thanks to Jonty
Jonty Pearce walked into his first call centre in 1989 and has been hooked ever since. He founded Call Centre Helper in 1989.
He is an Engineering Graduate with a background in marketing and publishing. In 2020 he won the AOP Digital Publishing Award for The Best Use of Data.
He writes and speaks on a wide variety of subjects - particularly around forecasting and scheduling. His in depth knowledge of forecasting algorithms has earned him the nickname "Mr Erlang."
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