iltem's Discussions
Telecom Operators & Call Center Agents
4 Replies
Started this discussion. Last reply by Bill Haeffner Jul 10.
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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 recei...
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 yo...
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. Th...
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.
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...
Profile Information
- Company Name:
- Global Bilgi
- Industry:
- Contact Center
- Are you a member of the ATA (American Teleservices Association)?
- No
- Job Title or Area of Expertise:
- Strategic Planning
- Total Number of Contact Center Agents (FTEs):
- 4500
- Website:
- http://www.globalbilgi.com.tr
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