I'm wanting to benchmark and compare the ratio of operational employees to supporting role employees for contact/call centres. We are an emergency services contact centre in Australia (Triple Zero). If you have a contact centre business what is your ratio? What is your industry/business? Where are you based? Can you recommend any research in this space?
Interim Human Resources Director UK USA & Asia in Finance (non-banking)2 years ago
To benchmark and compare the ratio of operational employees to supporting role employees for contact/call centers, I would use the span of control between 8:1 and 15:1 as it tends to be much more efficient than those with higher ratios. For many, this is the ideal ratio that call centers should strive to meet. Centers that go in this direction on average have 5% better agent availability and first call resolution. This is the approach we used in Telco call centre.
We have been using Circa to keep our postings compliant with OFCCP requirements as a government contractor. How do you manage this in your organization?
To benchmark and compare the ratio of operational employees to supporting role employees for contact/call centers, I would use the span of control between 8:1 and 15:1 as it tends to be much more efficient than those with higher ratios. For many, this is the ideal ratio that call centers should strive to meet. Centers that go in this direction on average have 5% better agent availability and first call resolution. This is the approach we used in Telco call centre.