Call Center standards

10 pts.
Tags:
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?
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

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  • TQM
    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!
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