25:1 Agent to Supervisor Ratio

[Ed Tooker]

I am trying to find out what the average call center ratio is for Agent to Supervisor. I work in a world-class order entry environment with approximately 100 agents. The center takes 8-10 thousand calls per day. I believe our ratio is high at 25:1. Anybody willing to share their ratios?

[Frank A. Engle]

Hi Ed!

In the call centers I represent and that I have provided consultation services for, 16 - 22 to 1 is the standard. IMHO, based on the many order entry call centers I have worked in and for, 25-1 seems on the high end.

Now, saying that, there are some qualifications. If it is order entry for a highly technical or complicated product with many components, the ratio could be in the 10-12 to 1 range. At the other end of the spectrum, dedicated infomercial order entry with very basic products could be as high as the 25-1 you are currently using.

What factors in your center cause you to think that your ratio is too high? Correct ratio essentially should boil down to error rate and performance by the agents. High error rate and/or poor quality performance sometimes indicate poor/inadequate supervision and training but can also indicate poor data management, CRM, call routing, poor supervisor training/development etc..

I know my suggestion ssems obvious but I think you need to look at the factors that are causing you to question your ratios and then determine whether more supervision will really help.

Good luck!

[Kimberly]

That ratio sounds normal to me. The company I am with have a ratio of anywhere from 1:20 and 1:30. The supervisors are complaining that it is too much, but it is the norm.

[Operator X]

I was a telemarketer for about 16 months. During that time there were approx. 80-110 agents working in the call center. There Were approx 2 supervisors, 6 assistant supervisors, many other team leaders, and trainers. The numbers was always changing becuase the turnover was so high. We went through new managerment were we got a new Call Center manager. This time it was different. He prefered more of a dictatorship, and fired a lot of employees. This time he also fired or demoted a lot of management. At time time we had about 40 people working there, and new hires got smart and quit right away. There was 1 supervisor and 1 team leader. I didn't think the management had a clue what they were doing half the time.