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Hello!
I´d like to know a relation between CSR´s and
employees of a workforce management team in Call Centers that have a workforce management system.
Thanks for the answer.Please clarify… what are you looking for again?
D
We currently operate 2 300-350 seat call centers. The ratio that we use is 1 WFM person to every 100 people. In visiting with consultants this is a pretty good ratio depending on their individual responsibilities.
I explain my question:
We have aprox 2000 seats and 12 people working in WFM. That is a relation of 137 seats (180 people)for each WFM employee. We dont have a WFM system. I think we have less WFM people than is recommended.
But what is recomended? What is the value of this relation in other Call Centers?Please what is the Difference between a call center supervisor and a workforce management employee/Analyst
At least by my experience, I would say 1 WFM person per 50 seats would be a good ratio. But I am saying this in consideration to Pakistan where several factors influence this ratio.
D
The principal function of a supervisor is to develop people(agents), maitain an excelent quality of service and a high motivation of the agents. An WFM analyt must respond for the accesibility of contact to call center. Forecats contacts, calculate staff, schedule shifts, evaluate adherence, etc.
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