[mikael]

Chris,

How are you allocating for training time? If you hire a new person, how long does it take them to become competent? (Competent = feeling confident of being able to handle 80% of the issues they encounter, knowing where to go to get the answers, etc.) Average is 6-9 months, and while they're learning, they will cause a productivity loss in the 2-3 people around them.

How many hours per day are you scheduling folks to be on deck? With what effect on your turnover?

What allocation are you making for ongoing training & meetings, etc.?

Are you tying your fte projections to a service level for the centre?