Team Leader requirment

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Team Leader requirment
Hi As per you what is an ideal agents to team leader ratio in a call centre which has 13 hour window and 5 days working and how do i calculate it

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Team Leader requirement
Hi,
it depends on the kind of people you treat. The less disciplined, paid and educated your staff is, the more is there need for a low ratio, a.e. 1:8. In Chinese call centres, a.e. you have an average of 1:25 agents, in Ireland between 1:8 and 1:13, regarding to in- or outsourcing and general attrition rate.

I hope this could help a bit.
Best regards.
Walter

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