What's your response time and how many employees do you have in your customer support team?

Question

Hi fellow intercom users!I'm trying to find out how big our customer support should be for our growing business. It would be much appreciated if you could answer these questions:Number of FTEs in customer supportAverage response timeOperating hoursWhat industry you are inApproximately how many customers/users you have Thanks!Uno from Steven

Roy · Accepted Answer

Hello @uno​&#128075;I will suggest a better way, to calculate how many support agents your business needs there is a formula called "Erlang Formula".Which is so helpful to calculate agent number based on how many chats or calls you have.There are also some online calculators based on following formula:https://wfmanagement.blogspot.com/2020/06/how-to-plan-for-web-chat-in-call-center.html/p>https://www.callcentrehelper.com/an-introduction-to-erlang-calculations-79806.htm/p>https://www.callcentrehelper.com/forecast-plan-live-chat-147549.htm/p>I hope this will be helpful.Let me know if you have some more question about calculating employee count based on Incoming chats/calls

Uno · Answer

Wonderful! Thanks so much for this &#128522;

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