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Determining ratio of back-office agents to support inbound call center agents

Find out if there is a way to calculate the ratio of back-office agents to support inbound call center agents and get call center headcount tips in this expert Q/A.

What should be the ratio of back-office agents to support inbound call center agents?
Each call center's requirements and processes that drive support headcount are unique; you can't apply any general ratios. The best place to start is to determine the workload the back office or support area must handle and then determine the resources required. It is also a good idea to benchmark with call centers similar to yours in industry, processes and size to help determine your needs.
This was last published in July 2009

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