The Average Agent/Team Leader Ratio is less than 10



1,408

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

Published On: 30th Sep 2016 - Last modified: 25th Oct 2021
Read more about - Contact Centre Research, ,


Recommended Articles

Wooden figures of people under black magnifying glass on yellow background
9 Important Team Leader KPIs
A picture of the team leadership concepts with ducks
Team Leadership: What Makes a Great Leader?
A photo of a person releasing an eagle
How to Prepare Agents for Team Leader Roles
Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies.

Choose the content that you want to receive.