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
