training to staff ratio

[ryan]

I'm trying to research appropriate training to staff ratio's for call-centers. Specifically, I'm working in a center that handles about 100,000 calls/month and has 220 agents.

1. Can anyone give me a feel for what are generally accepted industry norms for trainer-staff ratios?

2. Any suggestions on where to conduct further research into the question.

Thanks.

[ranjanik]

Hi!
A lot of call centers feel ,70 agents to 1 trainer is the magic number.
If it is an up & running project this could work well as all you will need is,sustenance training,new hire training & change detailing.

but if you are either ramping up or have a new product on hand a 50:1 could be a better idea.

You could go to Purdue universities benchmarking portal .
www.BenchmarkPortal.com.for more information.

Ranjani

[scott977]

I like the 70 - 75:1 ratio. Unfortunately, since it isn't up to me we run about 125:1 which is quite steep. My trainers are constantly almost swamped and don't have time to properly update existing training or develop new training. About 75:1 woulod be ideal.

[angelamcvey]

Hi there,


Preference would be 50:1 this is in an ideal world - hardly realisic. The majority of call/contact centres are currently working between 70-80:1. I would suggest that would be with an experienced well organised trainer.