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

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