AVAYA PDS User Group Bulletin Board: Agent to Line Ratios

»	AVAYA PDS User Group Bulletin Board » General » Agent to Line Ratios

Author

Topic: Agent to Line Ratios

leep
New Member
Member # 1004

posted

Hello I am trying to find if there are any industry averages for number of lines to agents available. Carrying out a review and need to ensure we are not behind the curve. Thanks

From: Notts | Registered: Dec 2007 | IP: Logged |

Jeff Greenburg - USBC
Member
Member # 26

posted

In our environment we stick with a 2 to 1 ratio. 2 lines per Agent license.

--------------------
Jeff Greenburg - CTI/IVR/Dialer
US Bank - Voice Engineering
503-401-8247

From: Portland, Oregon | Registered: Jun 2005 | IP: Logged |

JAY
Member
Member # 524

posted

Hi,typically this is really dependent on the industry you are in? What industry are you in along with do you dial on Home numbers only or cell also? Do you drop virtual messages to answering machines?

Jay Shergill
National Dialer Manager
Rogers Communications Inc.
416-935-3433

From: Toronto | Registered: Jul 2007 | IP: Logged |

daggerboy
New Member
Member # 1216

posted

typically 1.5 to 1 in Collections...up to 2 to 1 in sales/telemarketing...

From: Toronto | Registered: Dec 2008 | IP: Logged |

Tammy Givens
Member
Member # 194

posted

We average 4 to 1 in our telemarketing call centers. We have gone as high as 12 to 1 when our leads are at the bottom of the barrel.

A car runs only as good as the gas you give it.

From: Dallas, TX | Registered: Dec 2006 | IP: Logged |

Printer-friendly view of this topic