Support channel mix planner: agents needed for email, chat and phone
The same volume needs more people on phone than on email. Enter your mix and handle times and see the hours, headcount and cost it implies.
Your staffing need
Agents needed
0.78
Agent hours a month
93
Monthly labour cost
$2,790
- Email60 hours
- Chat18 hours
- Phone15 hours
- Social0 hours
Email takes the most time. Cutting its handle time pays back first.
Questions
Why does the channel mix change how many agents I need?
Each channel takes a different amount of agent time per conversation. A phone call holds one person for its whole length, while an email can be batched. The same volume needs more people when it shifts to phone.
What is chat concurrency?
How many chats one agent runs at the same time. Two or three is typical. The tool divides chat handle time by this number, so a higher figure lowers the hours needed.
What handle times should I use?
Use your own averages from the last month. If you have none, start with about 10 minutes for email, 12 for chat and 15 for phone, then replace them as soon as you have data.
Why 120 productive hours?
A full-time month is about 160 hours, but breaks, meetings, training and holidays take around a quarter. Use a lower number if your agents also do other work.
Does Flatdesk cover every channel?
Flatdesk handles email, a chat widget and a help center in one inbox for one flat price. Phone is not included, so plan it separately.
Link to this page
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<a href="https://flatdeskfinal.vercel.app/free-tools/support-channel-mix-planner">Support channel mix planner</a>Guides that go with this tool
- Live chat vs email support: which channels a small team should offerHow live chat and email support differ in staffing, speed and cost, and how to decide whether a small team should offer one or both.
- Decide whether to add a phone line to an email support teamHow to decide whether to add phone support: what it costs, when customers need it, how to limit it and how to follow up calls in writing.
Running support on a small team?
Flatdesk is $49 per agent per month, with 100 AI resolutions per agent included. Try it free for 14 days, no card.
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