* Is High or Low Best: Higher is Better
Call Center Span of Control, or Management Span, measures the number of employees reporting to each manager (i.e., direct reports) within the call center. A low span of control typically indicates that certain management positions may be candidates for elimination, which in turn would reduce total labor costs for the organization. A span of control that is higher than desired may indicate that managers are spread thin and unable to properly oversee, develop and assist their direct reports.
The average number of call center representatives and front-line staff members (i.e., non-management employees) reporting to each individual call center manager. This metric should be segmented by region/office location and/or team to provide a more granular analysis.
Two values are used to calculate this KPI: (1) the number of non-manager call center employees (e.g., representatives, agents, support staff, etc.), and (2) the number of call center managers working for the organization at the same point in time. Include all employees with management job titles and pay grades in the denominator for this calculation, regardless of how many direct reports they have - in many cases, employees with "manager" job titles may have no direct reports. Directors, Vice Presidents and call center employees with other similar job titles are typically counted as managers for this calculation.
(Total Number of Non-Manager Call Center Employees / Number of Call Center Managers)
The amount of time (typically measured in seconds) that a call center representative spends handling calls as a percentage of the total amount of time that the call center representative is...
KPI Type : Productivity
Formula : (Amount of Time Representatives Spend Handling Calls/Total Amount of Time Representatives are Logged in and Available to Answer Calls)*100
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