Call Center Headcount Ratio
Definition: The number of company-wide employees working for the company at a certain point in time divided by the total number of Call Center representatives.
Discussion: The Call Center Headcount Ratio Key Performance Indicator (KPI) measures the staffing level of the Call Center group relative to the total number of employees employed by company. Typically, if your Call Center is staffed appropriately this will be a rather large number (200 ). If this number is closer to the ‘lagging’ value listed on the chart above, it is likely that the Call Center is overstaffed and should look to improve individual representative productivity and occupancy/utilization rate in order to beef up the number of calls handled by each representative. In addition, Call Center management can work with other business units to decrease the volume of calls coming into the call center by improving customer experience in other places, such as providing a very clear FAQ on the company website or making it easier to reset an online banking password.