The support employee:client ratio

The support employee:client ratio is an interesting metric for a business like ours. In terms of pure technical support employees it’s a 1:100 ratio. If we look at it in purely help desk numbers we change the metric to employees:calls and in this instance we aim for 1:22. That’s an average of 22 calls per active help desk employee per day. This provides sufficient time for the 2 hour calls and plenty of the < 5 minute calls. We're not bean counters in measuring these things but every so often we check in with the metrics as a measure of efficiency of our internal systems and our software which is an active participant in generating call traffic. For it's all about customer service and making sure we get to people when they need us and with quality assistance.

Category: Uncategorized

Leave a Reply

Your email address will not be published. Required fields are marked *

Reload Image