What is your contact center’s supervisor-to-agent ratio? | ICMI.com
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May 26, 2011

What is your contact center’s supervisor-to-agent ratio?

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Mats Rennstam — 9:07AM on May 27, 2011

Very interesting poll because when we last took a look at our top performers in our benchmarking survey (1,000 centres reviewed sofar)Bright Index they all had between 8-15 agents per supervisor. More than that and all KPIs got significantly worse, less than that and there were no additional benefits, it was overkill.
Best regards
Mats Rennstam

Rose Polchin — 5:11PM on Sep 13, 2011

Perhaps the bigger questions are: What are the responsibilities of those supervisors? How large are the centers? What types of contacts are the reps handling? Are there team leads/senior reps? What is the tenure of the reps? Is this ratio effective? In other words, there are a lot of factors that need to be considered when determining the most effective supervisor to agent ratio.

Linda Riggs — 3:21PM on Sep 21, 2011

I would have to argue against benchmarking in this area, as it leads to skewed data and results. What works in one center, won't work in another. If you have an agent to supervisor ratio that allows for the supervisor to spend 70% of his/her time developing his/her people, then you are doing the right things.