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05-17-2002, 04:04 PM
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Supervisor to Agent Ratio?
Where is a good place to find out what the best practices for a Supervisor to Agent Ratio is for an order entry call center?
Last edited by Ed Tooker; 05-17-2002 at 04:18 PM.. 
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05-18-2002, 03:28 AM
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Hello Ed!
This is as good as a place as any to find out. If you are talking straight order entry (eg: infomercial) in a fully automated call center, I have seen ratios go as high as 30 to 1. The more complicated the product or the less technical the agent tools (e.g.:No screen pops, no crm tools) the lower (20:1, 15:1) the ratio. Hope this helps-
__________________
Frank A. Engle Pivotal Connection Call Center Consultancy and Brokerage FrankEngle@PivotalConnection.com Linkedin Profile: http://www.linkedin.com/in/frankengle www.PivotalConnection.com (619)282-4380
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