Ratio of Supervisors Or Trainers Per Customer Service Rep.

ratio pie
2,762
Filed under - Forum

Ratio of Supervisors Or Trainers Per Customer Service Rep.

Need to know how many Supervisors would be required for a 100 seat call centre or how many Customer service reps per 1 trainer.

Question asked by Francine

Ratio of …..

No. of supervisors required for 100 seats should be around 7-8 (ratio of around 14-15 reps per team)
no of service reps per trainer can be better defined by ur training needs. a good ration is around 18 people per training class

With thanks to Pushkar

Ratios

I would tend to go for 12 agents to a supervisor/manager.
Training wise a typical class would be about 15.

With thanks to Alex

Depends On Costs…

I agree, the perfect supe:agent ratio is 1:12-15. However, many call centers run as high as 25+ agents per supervisor, which is considerably less expensive, but sacrifices quality. Most outsourcing contracts require an 1:18 ratio as a minimum.

The range for trainers is 1:15-25, factoring in ongoing training past new hire training. Quality Assurance staff runs usually 1:25-30, depending on the contract. However, easily 65% of our clients who run internal call centers don’t even have a QA group (which is a no-no).

With thanks to Brent

Author: Jonty Pearce
Reviewed by: Robyn Coppell

Published On: 12th Apr 2022 - Last modified: 31st May 2024
Read more about - Forum

Follow Us on LinkedIn

Recommended Articles

Colorful numbers background
What’s the Best Team Leader to Agent Ratio in the Contact Centre?
Thinking outside of the box concept with lightbulbs coming out of open box
8 Out-of-the-Box Customer Service Training Ideas
training course meeting
50 Call Centre Training Tips
Call centre worker
Empowering the Connected Rep to Drive Customer Service Success