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Old 11-05-2003, 03:38 PM
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Staffing ratios
I would like to get feedback on appropriate ratios for a shared Inbound staff.

Currently our 24/7/365 shared pool handles a minimum of 6 specific campaigns.

The work load ranges from simple items like dealer referals/literature requests, full CS support for others, data entry filler work and web/retail support on another.

Given the specific product knowledge of the campaigns and proper time for administrative duties, client request etc.. and that we currently have 36 (75/25 FT/PT split) associates in our shared pool, any feedback on what makes sense for staffing ratios?
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