Step 8 of 10: Staffing Ratios (optional)

Staffing ratios

Calculating support staff ratios is an optional step in capacity planning. You can click “Next” to move to Step 9 or enter the required data to determine the number of support staff for the operation.

Support staff ratios.

Plans based on assumptive industry standards about average conditions usually are incorrect. Averages smooth out the lower and upper outliers, are only as good as the benchmark used, and do not apply in all contexts. For example, the number of trainers required in a given year will depend on the length of training, the type of training (new hire, upskilling, ongoing), class size, and the attrition rate.

Use the Trainer and QA Analyst ratio calculator to capacity plan the number of trainer and QA monitors required for your contact center.

Trainer Ratio Calculator (Available for monthly plans only)

Note: the trainer ratio calculator is specific to each queue. Selecting each queue then running the trainer ratio calculator will provide the training ratio required for each queue.

Enter the training length in weeks.

Enter the maximum desired class size.

Enter support staff shrinkage (yes, support staff need vacation, take sick time and require mandatory breaks)

Cinareo will automatically calculate the number of trainers required and the trainer ratio for each queue.

QA Analyst Ratio Calculator (Available for monthly plans only)

Note: the QA Analyst ratio calculator is specific to each queue. Selecting each queue then running the QA Analyst ratio calculator will provide the QA Analyst ratio required for each queue.

The number of QA Analysts required can be calculated based on a % of Interactions or the number of monitors per agent/month. Select the applicable radio button.

Enter the target % of interactions to monitor on a monthly basis or the number of monitors per agent per month for each queue.

The interaction AHT is already calculated by Cinareo however, the user must enter the time it takes for QA evaluation completion time which is over and above the length of the interaction (AHT).

Enter support staff shrinkage (yes, support staff need vacation, take sick time and require mandatory breaks)

Cinareo will automatically calculate the number of QA Analysts required and the trainer ratio for each queue.