Articles - Full Time Equivalent (FTE)
Full-Time Equivalent (FTE) is one of the core measures used to plan and manage staffing in a contact centre. This page of expert insights, formulas, and practical examples explains how to calculate FTE accurately and use it to forecast workloads, schedule advisors, and track productivity. Learn how FTE links to service levels, shrinkage, and budget planning, and how small changes in calculation can affect your resource needs. The resources here also share tips on balancing efficiency with wellbeing to keep teams properly staffed and supported.
