Customer Support Hiring Calculator
See how changes in your customer growth, conversation volume, and self-service uptake will affect your customer service hiring needs. Here's how it works
- step 1
Conversation metrics
How many new incoming support requests do you receive in a typical week?How many of your customers are using your products or services in an average week? - step 2
Support agent metrics
How many hours (on all tasks) in a typical working week?Excluding holidays and other leaveIn a typical day how many different conversations does an agent work through?i.e are they 100% answering customers or also handling documentation and other non-queue work?The salary of a typical full time agent is used to calculate the cost of new staff. - step 3
Support lead metrics
e.g for every 8 support staff we need one team leader to manage them. Enter 100 if you don’t use team leads.What do you pay those team leads? (Enter 0 if you don’t have any) - step 4
Growth modeling
Anticipated growth rate of your customer base for the next year :%Anticipated growth rate of customers choosing self-service instead of directly asking for help. :%
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