Heyo! Welcome to the $100 R. B. A.

R. B. A. A. A. A. Show. A. A show. Welcome to the $100 MBA show because business is never usual.

That's why we deliver daily 10 minute business lessons for the real world.

I'm your host, your coach, your teacher Omar's at home.

I'm also the co-founder of the $100 MBA of a complete business training and community online.

And in today's lesson you will learn, how many support agents do you need?

Recently I was at a conference with many entrepreneurs and somebody asked the question,

when do I need to start hiring somebody to take care of my customer service tickets?

When do I need to hire an agent? How many agents do I need?

And the first question I asked was, well, how many support tickets are you getting right now?

And you responded 200.

So that's a lot of support tickets regardless of your response time.

So we're going to be talking about how do you know when it's time to hire your first agent and then also how do you know how many agents do you need depending on your ticket volume?

We're going to talk whether you are offering phone support or email support or chat support,

what kind of customer inquiry agent ratio are we looking at here?

This is a very common question because people don't want to have customer service agents

twiddling their thumbs, but at the same time they don't want them to be overwhelmed and can't

answer with quality responses.

In addition, support agents often do more than just answer custom support concerns.

They create support tutorials, they might do some testing, they might help you build

out documentation like FAQs.

So how do you balance the other responsibilities as well as answering customers in terms of how many hours they're going to need

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