5% o
The Average Agent/Team Leader Ratio is less than 10
f 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
Published On: 30th Sep 2016 - Last modified: 1st Apr 2022
Read more about - Contact Centre Research, Research, Staffing
