Ratio of Supervisors Or Trainers Per Customer Service Rep.

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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

Jonty Pearce walked into his first call centre in 1989 and has been hooked ever since. He founded Call Centre Helper in 1989.

He is an Engineering Graduate with a background in marketing and publishing. In 2020 he won the AOP Digital Publishing Award for The Best Use of Data.

He writes and speaks on a wide variety of subjects - particularly around forecasting and scheduling. His in depth knowledge of forecasting algorithms has earned him the nickname "Mr Erlang."

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