TSR /Supervisor Ratio

[ramon_rojas]

What would be the ideal ratio in a Hi-Tech contact center

Outbound sales
Inbound (customer Support)
Email(response)

is there is real standard in the Industry, I have heard a lot of theory´s.

Ramon Rojas

[williampan]

it depends on project nature and size
any qs pls feel free contact me

[olsonbr]

In our software technical support queues we run 25:1 on most occasions due to the unfortunate economy these days. In past years before 9/11 we used to try and run 15:1 for the best relationship and workload. Anything over 18:1 is really difficult to give the agents the attention they need.

[Dan Reynolds]

We generally run at 15:1 for both Inbound and Outbound. We have one area that handles multiple lead generation campaigns and therefore we are lower in that area 12:1.

[Dan Reynolds]

We generally run at 15:1 for both Inbound and Outbound. We have one area that handles multiple lead generation campaigns and therefore we are lower in that area 12:1.