Support Agent Capacity Model

Model Structure

Drivers (7)

Inbound VolumeTarget OccupancyDaily Cost per AgentCurrent AgentsAvg. Handle Time (min.)Daily Hours of OperationShrinkage

Outputs (11)

Support Workload (min.)Availability per Agent (min.)Capacity per Agent (min)Required AgentsRequired Daily CostRequired OccupancyCurrent Daily CostActual OccupancyUn-supported VolumeCurrent Cost per ContactRequired Cost per Contact

Is your customer support team optimally staffed? Whether you're focused on improving Average Handle Times, decreasing the quantity of Inbound Volume, or reducing team Shrinkage, the goal is achieving a sustainable Cost per Contact. Use this model to see how close your current team is staffed relative to your required support. While it's tempting to race to the bottom with these cost-center metrics, you could be sacrificing valuable CSAT points in the process.

Other Paths

FTE vs. Contractor

Most teams already have an opinion on this trade-off. Few have done the math. This model converts a salary into what your company actually pays, making the FTE and Contractor costs genuinely comparable. The output isn't just a cost comparison. It's the starting point for a broader conversation about where full-time commitment is worth the premium. Run it twice: once with the low-end of your compensation bands, once with the high-end. The range between those two outputs is your uncertainty — and your negotiating room.

Updated Apr 29, 2026

Real Estate

In Real Estate, the revenue drivers are the units available for rent, along with the sale value of the asset. Market dynamics affect these drivers more regularly than other business models. This creates a need to stay up to date & re-run your numbers when there's a shift. Use this model to know when is a good time to hold the property and collect rent or entertain offers to sell.

Updated Apr 29, 2026

Sales-Led Growth

Every company needs a Go-to-Market motion. Do you know what yours runs on? If your Sales team is leading the charge, then surprise, your company relies on Sales-Led Growth (SLG). Successful SLG companies always have two things in common: targeting high-quality Leads, and high Avg. Contract Value offers. Conversion at each stage of the funnel is important, but a SLG company runs best when the bookends are optimized.

Updated Apr 29, 2026

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