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Agent/Supervisor Ratio

Definition

What is the agent to supervisor ratio?

For a service desk, the agent to supervisor ratio is essentially the number of front-line agents separated by supervisors. It is a measurement of managerial control period and performance. The number of workers in desktop support calculated by supervisors’ total in desktop support is a similar metric.

When the ratio drops, agent work satisfaction increases, probably because proper supervision improves the employee’s morale and well-being. There are at least three methods that are widely used to assess the appropriate ratio of agents to supervisors.

  • Bottom-up modeling approach. It lists all of a supervisor’s roles and obligations and then assigns a time value to each of them.
  • Benchmarks in the industry. This approach provides advice on the proper agent-to-supervisor ratio.
  • Consider confirming metrics. The third and final approach is to assess agent work satisfaction.
What is the agent to supervisor ratio?
What is the agent to supervisor ratio?

Why is the agent to supervisor ratio important?

The agent-to-supervisor ratio is particularly significant in call centers. The duties, expectations, and roles of both agents and supervisors influence effective ratios. Many call centers now have between 8 and 12 employees per supervisor.

A low agent-to-supervisor ratio indicates that a service desk is heavy, meaning that there are too many supervisors for the number of agents. As a result, costs rise, and the price of a single ticket.

 

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