WFM Analysts to Staff Ratio

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WFM Analysts to Staff Ratio

I know there isn’t a “one size fits all” answer to this, though I’m looking for general practices as it relates to how many folks are needed on a Workforce management team to support a contact centre of about 360 agents (half are inbound agents, half are back office agents)

Question asked by Suzanne

Roughly 1:100

It seems that a rough ratio of 1:100 is the optimum

Read this : Regulations On Outbound Calling Times

With thanks to Jonty

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Jonty Pearce

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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WFM Analysts to Staff Ratio

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WFM Analysts to Staff Ratio

Roughly 1:100

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