Hello Jo, Hello White,
as discussed earlier today, here's a proposal. the guidelines adhered are:
- From 12 to 14 agents per team leader
- up to 50 agents per trainer
- 15% for the management ratio (QA + TL + Trainer)
- 1 senior CSR for each "3 newbies", we can adjust this point if we want to reduce a little bit the price, but the impact on the first months performance is mechanical.
To avoid any misunderstanding, this is a proposal to better know the positioning of Transcosmos regarding the pricing. it may need to be revised by you to fit your capacity needs in the upcoming months.
Last but not least, i've adjusted the formula of column C, in TC document, they summed CSR + Senior CSR + TL. Off course, the management cost should be included in the price of FTE but coherently not in the number of CSR (or number of hours of FTE) we are ordering.
If you have any question on this, please let me know.