Metrics in the Mix at Figi’s

So 37,000 divided by 31 equals 1,194 agents needed on the phones that week. She also did this calculation for anticipated peak weeks in September (111 phone agents needed), October (247 agents) and November (395 agents).

Working backwards from these numbers, Paul and managers from Figi’s customer service, training and operations departments devised an efficient training and subsequent work schedule for incoming seasonal agents. They worked from what metrics they knew, namely how many staffers Paul needed on the phones and by when.