Number of agents per WFM Employee??

[jadarvev]

Hi!!
Does anybody know how much should be the relation of agents Vs WFM amployees? I.e, if a Call Center have 1000 agents and 10 WFM employees, the relation would be 100 agents/wfm emp. The Call Center I work for has a relation of 180 agents/wfm emp. Is that ok? I guess it´s too high but don´t have any data to campare with.

[earhart]

I did quite a bit of research on this from a number of different sources.

The common ratio across industries seems to be about 150:1

[JobGone2India]

Eek! We're going to be using a WFM for approx 800 people between a team of 3!! Better get my overtime forms dusted off.

[Howardd]

The best metric is number of distinct call types and agant groups rathar than the total number of agents. I personally don't think there is a reliable rule of thumb metric and in our experiunce we have seent large sites operating in excess of 500:1 and smaller sites operating at less than 100:1.

[paul17]

Hi,

A recent survey of the SWPP showed that in the US there is roughly a ratio 1 planner per 100 agents. The more exact numbers are:

15% <50 per planner
25% 50-100 per planner
22% 100-150 per planner
18% 150-200 per planner
20% >200 per planner

There are several reasons for this variation:
- Size of the call center. How bigger the call center, how more efficient the planning will be.
- The working-conditions of your agents. Are the agents allowed to exchange shifts or can they make shift preferences?
- The role of planning. Does planning also include forecasting, and how extensive is the forecasting? Multi-site call center often have local staff, that do some planning activities. Are they included or not?

So you have to judge this for your own call center and then draw your conclusions.

Succes!

Paul van Ladesteijn
call center consultant with Tote-m business architects
Amsterdam, The Netherlands
paul@tote-m.com