Q
Problem solve Get help with specific problems with your technologies, process and projects.

Determining ratio of back-office agents to support inbound call center agents

Find out if there is a way to calculate the ratio of back-office agents to support inbound call center agents and get call center headcount tips in this expert Q/A.

What should be the ratio of back-office agents to support inbound call center agents?
Each call center's requirements and processes that drive support headcount are unique; you can't apply any general ratios. The best place to start is to determine the workload the back office or support area must handle and then determine the resources required. It is also a good idea to benchmark with call centers similar to yours in industry, processes and size to help determine your needs.

Dig Deeper on Customer relationship management (CRM)

Have a question for an expert?

Please add a title for your question

Get answers from a TechTarget expert on whatever's puzzling you.

You will be able to add details on the next page.

Start the conversation

Send me notifications when other members comment.

Please create a username to comment.

-ADS BY GOOGLE

SearchContentManagement

SearchUnifiedCommunications

SearchDataManagement

SearchEnterpriseAI

SearchERP

Close