what is normally the CSR to subscriber ratio in a call center of a telecom operator?

loneranger · #1 (**permalink**) 11-02-2007, 05:23 AM

I am trying to estimate how many CSRs are used by a telecom operator with 1.7 Mn subs. I know it varies but what are general industry best practices

Doug Means · #2 (**permalink**) 11-02-2007, 07:58 AM

Still too many dependencies. CSR is high for mobile and business subscribers and lower for domestic. And it varies also depending on the source - lower for call center and domestic and higher for companies. Unless the operator is offering an included voice mail. The only meaningful use is to compare CSR on two routes to the same number series (and with somewhat equal traffic patterns).