WFM Analysts to Staff Ratio

Cooperation and collaboration of teams

747
Filed under - Forum

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
Read more about - Forum

Follow Us on LinkedIn

Recommended Articles

Colorful numbers background
What’s the Best Team Leader to Agent Ratio in the Contact Centre?
Workforce Managements featured image
What Is Workforce Management (WFM)?
A picture of chess pawns on arrows
50 Expert Tips to Improve Contact Centre WFM