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
Author: Jonty Pearce
Published On: 12th Apr 2022 - Last modified: 4th May 2022
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