Tooth to Tail Ratio Calculation Related Articles How to Calculate Required FTE for Inbound Call Volumes HC Calculation for A Data Process What’s the Best Team Leader to Agent Ratio in the Contact Centre? Backoffice FTE Calculation © stuporter - Adobe Stock - 381810192 648 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 How to Calculate Required FTE for Inbound Call Volumes HC Calculation for A Data Process What’s the Best Team Leader to Agent Ratio in the Contact Centre? Backoffice FTE Calculation Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter