Hi everyone,
Please can someone advise me what is the common/acceptable Scheduler per agent ratio? If say I have a 45 agents, how many schedulers (for ACD/Dialler) do I need, and at 300 agent, how many do I need etc? We are not a 24/h centre, on average, it is a 10-12 operating hours/day for M-S, off Sunday.
Thanks for everyone's help:)
As a scheduler i would say that for 20 Agents you need 1 scheduler, for 30 + you should have 2 and for 50-100 you should have three.
It all depends on the technology you have available to you, i base this on my own workloads and those of my teams over the alst 6 years in different jobs.
If you have 300 people you'll most likely need:
1 Manager
2 MI/analyst roles
3 Real time co-ordinators (Or team leaders can supervise around 15/20 agents in real time if you prefer.
that would be my take, i hope this gives you some kind of idea and helps.
Matt
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