Tooth to Tail Ratio Calculation

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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?

Editor

Call Centre Helper

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.

Editor

Call Centre Helper

This shows what a typical ratio is

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