I was tasked with putting together a staffing plan for our team and one of the things I struggled with was the ratio of technical support staff to customers. I went through the normal searches on Google and really didn’t come up with anything concrete. The closest I got was this Tech Republic call for help. The comments are interesting with one person offering to email a spreadsheet to anyone who wanted it. I never heard from him.
As I went through and thought about everything it occured to me that there isn’t on ratio for every setting. For instance, a hospital is going to be different than a call center that will be different from an accounting office.
So, there is no industry standard, but there are industry specific standards. I’m working on developing something for boiling down to the numbers. I’ll post it when I am finished.
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