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Customer Service Staff vs. No. of Customers
jitetee
#1 Posted : Wednesday, September 30, 2009 6:56:00 PM
Rank: Member


Joined: 6/12/2008
Posts: 92
I am working late today (Wife will toroka at this rate. hehehe) and need some help from the Customer Service gurus on SK.

How many customer service staff do you need per 10,000 users of a frequently-required service? Think 'remote' customer service for a high traffic service-oriented business e.g. Safaricom 'Dial 100' service staff,Zain 'Dial 100' service staff etc.

This question might have as many responses as there are industries. I would mainly be interested in the rationale you have used (if any though gut feeling could cut it) to come up with the numbers.

Time and chance happen to all.
mukiha
#2 Posted : Thursday, October 01, 2009 4:25:00 AM
Rank: Elder


Joined: 6/27/2008
Posts: 4,114
The answer depends on:


Average time taken to serve one customer
Average number of customers requesting service per day {NB not the total customer base}
Average desired waiting time; i.e.,how long are the customers willing to wait without feeling delayed?
Type of queuing discipline you have.

Get these parameters and I will show you how to work it out.....better still,get in touch with me [contacts in my profile] and we do business together.....

Behind the gardens...Behind the wall...Under the tree (Including: Red...Dark Blue...Yellow)
Nothing is real unless it can be named; nothing has value unless it can be sold; money is worthless unless you spend it.
Djinn
#3 Posted : Thursday, October 01, 2009 6:20:00 AM
Rank: Elder


Joined: 11/13/2008
Posts: 1,565
I think one must also define what stage in the lifecycle you are at. As an example,if you have just launched a product or service,chances are high that in the first few weeks enquiries for support will be high.

The other thing,since you mention Safaricom (and I never let a chance to do some bashing pass by) it also depends on the quality of the offering e.g. if Safaricom network quality and general quality is low,you may need 10 customer service agents for every pissed off subscriber smile

The problem with equality is that we desire that it be with those that have more than us rather that those that have less
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