Tooth to Tail Ratio Calculation
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
Total Agent Count
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
This Shows What A Typical Ratio Is
The Average Agent/Team Leader Ratio is less than 10
With thanks to Jonty
Author: Jonty Pearce
Published On: 12th Apr 2022 - Last modified: 4th May 2022
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