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Robert F. Fuentes
- Male
- San Antonio, TX
- United States
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Robert F. Fuentes's Discussions
Research - What topics?
Replied Jun 10
Supervisor to Rep Ratio
Replied Apr 23
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Hi Kathryn:
In our call center we use a centralized attendance line.
This centralized line enables our Workforce Management Team to review and modify staffing and telephone coverage requirements among our Teams, as well as advising the Team Supervis…
Hi Kathryn:
Please consider the following topics
- The Essentials for success in Large, Medium, and Small Contact Centers
- 2010 Call Center Technology Trends (both the latest in telephone technology and computer systems technology)
- Integratin…
The ideal depends on the type of business, the complexity, the knowledge level and efficiencies of the Team. I have seen the ratio as high as 30:1 and as low as 8:1. From my own experience I believe that a 12:1 ratio has been the most successful.
O…
Profile Information
- Company Name:
- SouthWest Business Corporation
- Industry:
- Banking/Financial services/Insurance/Real estate
- Job Title or Area of Expertise:
- Call Center Manager
- Total Number of Contact Center Agents (FTEs):
- 251-500
- Do you have a LinkedIn or other networking site profile you would like to link to?
- http://swbc.com
- I am available to help other members by answering questions in the following areas:
- Tranformational Leadership
Succession Planning
Call Center Management
Customer Service Management
401(k) Plan Benefits and Design
Retirement Plan Benefits and Design
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