CRM · Back-office

How to determine the number of CRM agent needed per client?

Stanislas Frering Head of Client Relationship Management @Easytrip France chez Egis Projects

September 29th, 2015

I'm looking for some average number of CRM agent for back office service in charge of:
-Client support (call center, emails)
-Billing issues


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Jerome Pineau Digital Transformation Consultant

September 29th, 2015

You really need to be a little more specific...

Stanislas Frering Head of Client Relationship Management @Easytrip France chez Egis Projects

September 29th, 2015

To be more specific, i try to determine for the upcoming year how many CRM agent we will need for managing the following tasks:

-Call center (standard working hours, 5/7 days)
-Manage emails from clients
-Manage bad debt 

Whart is hard for me is finding a good ratio as we are entering a mature market (toll tag and mobility services) that we are trying to disrutp (adopting startup/saas operational tactics). Our competitors in the business for more than 10 years have the ratio : 1/10k clients . 

Jerome Pineau Digital Transformation Consultant

September 29th, 2015

Ok i see you mean CSR customer service reps.
But what does your inflow cycles look like? Is it seasonal? Are they also handling social channels? You need to analyze the numbers you already have in terms of calls/customer, volumetric variations, average length of engagement, resolution rates, average round trips, etc...OR you can assume your industry benchmarks then adjust as needed meaning you need ad-hoc workforce flexibility. You hiring these folks f/t or contract? Highly-trained or drones? 

Vijay MD Founder Chefalytics, Co-owner Bite Catering Couture, Independent consultant (ex-McKinsey)

September 29th, 2015

Historical data is generally better than ratios.  If you dig in a bit deeper you can usually find large swings in call volume and "work" driven by upstream design.  E.g., google gets very few inbound calls because they drive non-advertisers to an email channel.