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? 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: 11th Aug 2025
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