Part of this is a matter of scale. If you are starting out you need to have coverage and you will be at a pretty high ratio (starts out at 1-1 until you get your second customer :) ). After you have some momentum I think Chuck’s 600-1 on Field Techs is about right. For phone techs we look at about 2000-1, but those numbers are deceiving. You could not serve 2000 customers with only one person answering the phones, you need a base to start with. Because we are supporting a significant number of end users we add one tech (or what really amounts to 40 hours a week of staffing) for each additional 2000 support customers we add, but we did not get to that ratio until we had over 30k end users to support. Example, we just added a 3000 user ISP and we added 60 additional hours of staffing to accommodate them.
Layne Sisk ServerPlus 801.426.8283, ext 102<tel:801.426.8283%2C%20ext%20102> [New logo xl]<http://www.serverplus.com/> [http://i.imgur.com/VOz763A.png] [http://i.imgur.com/xvQYYWa.png]<https://www.facebook.com/ServerPlus365/> [http://i.imgur.com/ELG0AB1.png]<https://twitter.com/RealServerPlus> [Utah 100] [fast50-01] [Inc 5000] From: Af [mailto:af-boun...@afmug.com] On Behalf Of CBB - Jay Fuller Sent: Thursday, August 03, 2017 3:15 PM To: af@afmug.com Subject: Re: [AFMUG] How do I decide if we need more technicians? When did you take your last vacation? lol ----- Original Message ----- From: Donnie McCorkle<mailto:dmccor...@atcjet.net> To: af@afmug.com<mailto:af@afmug.com> Sent: Thursday, August 3, 2017 3:18 PM Subject: [AFMUG] How do I decide if we need more technicians? This question was posed by one of my managers this week. I told him I’d ask the animal farm and he gave me a strange look…. Is there any ratio of technicians to subscriber that seem to be standard or has worked for you? Any other rational your company uses to decide if your manpower is sufficient? We read an article recently were a startup WISP had 2000 customers before he hired his first employee.. and that sounded pretty wild.
