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

Tip: Hover over the the title of any field for more details.
  • 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 leave
    In 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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