To be more specific, i try to determine for the upcoming year how many CRM agent we will need for managing the following tasks:
-Call center (standard working hours, 5/7 days)
-Manage emails from clients
-Manage bad debt
Whart is hard for me is finding a good ratio as we are entering a mature market (toll tag and mobility services) that we are trying to disrutp (adopting startup/saas operational tactics). Our competitors in the business for more than 10 years have the ratio : 1/10k clients .