Contact Centre Research

The Average Agent/Team Leader Ratio is less than 10

Published On: 30th Sep 2016 08:00

5% of contact centres have an Agent/ Team Leader ratio higher than 21:1.

Poll – “On average, how many agents does a Team Leader look after?” – answers

0 to 5 – 11.2%
6 to 8 – 19.2%
9 to 10 – 22.2%
11 to 12 – 13.6%
13 to 15 – 16.6%
16 to 20 – 12.7%
21 to 25 – 2.1%
25+ – 2.4%

Source: Call Centre Helper Survey – How Contact Centres Are Delivering Exceptional Customer Service (2016 Edition) Sample size – 350+ Date: March 2016

Author
Megan Jones

Megan Jones, Editor, Call Centre Helper

Megan interviews inspiring people across the contact centre industry to capture these amazing voices and turn them into best practice articles – covering all elements of what it takes to deliver truly outstanding employee and customer experiences.

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The Average Agent/Team Leader Ratio is less than 10

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