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Bernadine
10 pts.
 Call Center standards
Call Center management, Call Center metrics, Call Centers
I'd like to ask what is the standard Team Leader to call center Customer Service Representative (CSR) ratio.  Also, what is the standard number of call evaluation/monitoring per CSR per month?

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ASKED: September 1, 2009  9:37 AM
UPDATED: October 5, 2010  2:51 PM
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It depends on the nature of the supported <a href="http://www.steptocallcenter.com/call_center_customer_service_training_materials.html">call center services</a> and products but the general inquiry services or telemarketing activates practice is 1:12
Last Wiki Answer Submitted:  October 28, 2009  7:44 am  by  CallCenter2010   210 pts.
All Answer Wiki Contributors:  CallCenter2010   210 pts.
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Hi Bernandine.
Just to give you an answer to the second question – every TM or TL should do at least 1 evaluation per agent per week (if 12 agents, at least 12 monitorings per week).
Cheers!

TQM
 10 pts.