Labor is 70-80% of your contact center costs.
Yet most executives don’t know how to tell if they’re overstaffed.
Contact center labor breaks into 3 buckets:
1. Direct labor (agents talking to customers)
2. QA team (monitoring calls, feedback, observations)
3. Management layer (supervisors, managers, directors)
Most centers are overstaffed at the top and understaffed at the bottom.
These are the ratios I’ve seen consistently work best:
• 1 supervisor per 15-18 agents
• 1 manager per 6-7 supervisors
Want to audit your structure right now?
– Pull up your org chart
– Calculate your ratios
– Stack them against these benchmarks
You’ll know immediately if you’re overstaffed.
And if you are? You’ve just found your fastest path to savings.
I’m Mark Danielson, and I help healthcare leaders reduce support costs while improving patient satisfaction.
Follow me for practical insights on cutting contact center costs, improving service quality, and modernizing operations without the tradeoffs.
