Main Index MAIN
Search Posts SEARCH
Who's Online WHO'S
Log in LOG
Home: General Discussion: Staffing:
Staffing size


PreviousPrevious Thread    Next ThreadNext    Print Thread          
Author Subject:   Staffing size


Feb 4, 2002, 5:26 PM

Staffing size Quote | Reply

I am looking for a qualified source for estimating the number of support personnel I should have for the number of clients supported. My company is planning on tying a 30 million dollar contract on a piece of software developed in-house and I don’t think the figures were seeing from the development staff for support personnel are adequate.


Mar 1, 2002, 1:51 PM

Re: Staffing size Quote | Reply

The number will depend on how many clients you be supporting. I can help you with this.


Mar 7, 2002, 9:32 AM

Re: Staffing size Quote | Reply

Staffing size varies from company to company and also the service level agreements that are within the community. Using the erlang C method is sometimes a bit clunky when it comes to field support staff, but can give a good measure. For calculating phone staff it's pretty much on the money.

There are also some ratios that people use customer:tehcnician at around 250-400:1. It really does depend on the SLA and money that is available. Having a high response SLA and not enough staff to cover the SLA will always equal failure, and may have to adjust the SLA or ask for a large budget.


Dec 28, 2003, 2:24 PM

Re: [Wireless] Staffing size Quote | Reply

It's Not Only A Question of "How Many" ... but of "Who" You Have Answering Your Calls


My Name Is David Filwood, and I’m with TeleSoft Systems, a Call Center Consultancy, here in Vancouver, BC, Canada.

I have Something I Think You'll Be Very Interested In.

While Almost Everyone can use a Telephone, Not Everyone is Cut Out to Work Successfully as a Technical Support Agent.

Hiring the Wrong Agent is the Root Cause of Turnover, and is a Significant Drain on your Bottom Line, on Customer Satisfaction, and on your Support Agent Team Morale.

Every Failed Hire Causes You to Throw Precious Dollars Down the Drain Retraining Recruits for the Same Position. Not to Mention Lost Sales & Service Opportunities.

SPAS - Service Personnel Appraisal System - is a CD-Rom based Call Center Agent Pre-Employment Testing Software, which is Easy to Deploy, Very Cost-Effective and Highly Predictive of an Individual's Suitability for a particular Call Center Agent Position.

There are a Variety of Call Center Agent Testing Subsets available:

Tier 1 Technical Support

InBound Customer Service

OutBound Telephone Sales

Telephone Collections

Telephone Answering Service/Reservations/Guest Service Agent

The SPAS Call Center Agent Pre-Employment Testing Software also meets and exceeds all Employment Standards Requirements as a Hiring Tool in the USA, Canada, the UK and Australia/New Zealand.

SPAS Weeds Out Job Candidates Who Burn Out Fast Because They Aren't Suited For The Work, and Identifies The People With The Skills, Motivation, and Work Ethic to be Your Top Producers.

Your Support Agent Productivity Will Go Up - and Your Turnover Costs Will Go Down.

SPAS allows you to Select New Technical Support Agents who fit your Employment Needs Better and Stay On The Job Longer - leading to a Support Agent Workgroup that has More Experience and is More Productive.

I would be Happy to Prove to you – in Advance and at No Charge – that the SPAS Call Center Agent Pre-Employment Testing Software Will Work for your Technical Support Call Center as well.

Please Don't Hesitate to Call/eMail me, or to Find Out More Click Here:


David Filwood


TeleSoft Systems


PreviousPrevious Thread    Next ThreadNext    Print Thread        

Search for (options) Powered by Gossamer Forum v.1.1.8