Call Center Span of Control

Benchmarking Report

Call Center Span of Control

This PDF report includes benchmarking data (in a visual, chart-based format), an comprehensive KPI definition, characteristics of high performers and technical details on measuring Call Center Span of Control. Purchase and download this easy-to-understand, presentation-ready report immediately to compare performance levels, set attainable performance targets, and push towards best-in-class performance for this KPI.

What is Call Center Span of Control?

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.

Why should Call Center Span of Control be measured?

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.

Download a Sample Call Center Span of Control

Frequently Asked Questions

Q: How do you collect and validate your data?

A: From real-world consulting engagements with Fortune 500 leaders. We’ve spent 25 years conducting original research and anonymizing data from our engagements with top companies around the world. Every single data point we collect is scrutinized by our analysts to conform to established baselines and our rigorous in-house validation process. We won’t serve it up to you unless it meets our tough standards for utility and value.

Q: How much information will my Benchmarking Report contain?

A: Enough to produce a useful benchmark. And rest assured that it’s all current, validated, and useful. We only include data that’s been collected in the last five years. And while sample sizes vary by KPI, the average is 25, and the high end can surpass 1,000.

Q: How often do you update your reports?

A: Every year. We’re constantly gathering, scouring, and processing new data. We update our reports based on trends our analysts detect in the data, as well as the demand from our consulting clients and customers like you.

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