Tooth to Tail Ratio Calculation Related Articles What’s the Best Team Leader to Agent Ratio in the Contact Centre? HC Calculation for A Data Process Proactive Chat Staffing Calculation Backoffice FTE Calculation © stuporter - Adobe Stock - 381810192 777 Filed under - Forum 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 Read more about - Forum Recommended Articles What’s the Best Team Leader to Agent Ratio in the Contact Centre? HC Calculation for A Data Process Proactive Chat Staffing Calculation Backoffice FTE Calculation Contact Centre Reports, Surveys and White Papers Get the latest call centre and BPO reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter