Telecom Operators & Call Center Agents

[iltem]

Hello,

I am looking for Mobile Operators' Call Center agent numbers. I need the level of agent employment per operator subscriber. Do you have any information about cc agent employment in telecom operators?

Regards,

Iltem Ilhan
Global Bilgi A.S. - Turkey

[Kathryn Jackson]

Just for clarification....are you looking for what other centers use as a ratio for number of agents to number of subscribers in a call center serving mobile (cellular) customers? Thanks.

[iltem]

I don't think that this ratio is utilized by mobile operator call centers because agent numbers are not determined according to subscriber numbers. But this ratio (number of agents to subscribers) can give us an idea, i want to see the picture. That's why i am actually looking for their agent numbers for now.

[Peter Scott]

Hi,
It depends what you include in the numbers. They can of course be very misleading. For example do you include any Wholesale and MVNO customers that access your network but are managed elsewhere, with your team providing 3rd line support. Do you include Service, Retention and Collections, Retail Support and Sales in your Call centre agent numbers. Numbers have moved on a bit from my last count but given the above I would expect the ration to be in the range : 4-8,000 customers per agent.
regards
Peter

[Bill Haeffner]

Back in my day of Cable TV Call Center Operations we had a statistic that attempted to compare the number of customer service FTEs to customers and it was about 2000 to 1. What was a more interesting measurement to me was the number of calls received per year per subscriber. The metric was important to indicate the level of satisfaction compared to other divisions. The range was an amazing 12 calls per customer per year in the most dysfunctional Division (YIKES!) to the best was just under 4 calls per subscriber per year.

Since you know that a majority of customers don't call you once in an a year, there are a lot of repeat callers. Attacking the reason for repeat callers in the past 30 to 60 days then becomes a pretty revealing and actionable exercise.

Good luck in your quest. Let me know if you would like to discuss my experience in Cable - a pretty close industry in the customer service area.