Heyo! Welcome to the $100 MBA Show, practicalical Business Lessons delivered on a silver platter.

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

And today is Q&A Wednesday, where we answer a question from one of you, one of our listeners.

If you got a question you want to ask, if you got a challenge you want to overcome,

go ahead and email me over at Omar at 100MBA.

I'll make sure to answer it right here on Q&A Wednesday.

Today's question comes from Terry and Terry asks, I'll make sure to answer it right here on Q&A Wednesday.

Today's question comes from Terry and Terry asks,

how many customer support agents do I need?

I've been building my online community for years

and I've been doing customer support myself, but the is growing we're getting a lot of customers and I'm thinking about hiring a customer service agent or two maybe even more not really sure how many I actually need so that I don't have to touch

customer service emails or chats. Great question Terry absolutely can help you

with this. We ran one of the best customer sport teams in the business when we ran Webinar Ninja, my software company of 10 years from 2014 to

2024 and we were known for our excellent customer support and we built an amazing customer support team with the

help of my co-founder Nicole who was really the leader when it came to making sure

support was our hallmark and like you and I answered every single customer support ticket, chat, email for years before we

started to build out a team. At our height, I believe we had eight or nine agents plus a manager to handle all the volume that we were getting.

So in today's episode what I want to do for you Terry and everybody who's listening is to give you a plan of action. I want to give you some

factors to consider when it comes to how many people you need to hire initially

for your support team and then how to think about it as you're growing.

This is very important because one you want to make sure that your quality doesn't suffer,

that your support is excellent and in fact you want to see it improve with hiring a team because your

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