WFM Analysts to Staff Ratio

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WFM Analysts to Staff Ratio

I know there isn’t a “one size fits all” answer to this, though I’m looking for general practices as it relates to how many folks are needed on a Workforce management team to support a contact centre of about 360 agents (half are inbound agents, half are back office agents)

Question asked by Suzanne

Roughly 1:100

It seems that a rough ratio of 1:100 is the optimum

Read this : Regulations On Outbound Calling Times

With thanks to Jonty

Author: Jonty Pearce

Published On: 12th Apr 2022 - Last modified: 4th May 2022
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