Tech to Dispatch Ratio - Office Roles

michelle54
New Contributor III
Inquiring about office roles/responsibilities. We currently have our CRM's answer calls and dispatch. Looking to see how other offices are set up. I know a lot of places have dispatcher and call takers split. Wondering things like:
1. Tech to dispatcher ratio
2. # of dispatcher and call takers
3. Number of calls CSRs take
4. Any other duties expected out of each role
Any feedback is appreciated!
1 REPLY 1

cmarcroft
New Contributor

We have split up the dispatch & call taker position. 

1. 15 Techs to 1 Dispatcher

2. 1 Dispatcher and 8 call takers

3. CSRs each receive/make 50-75 calls a day

4. Dispatch position additional duties rely heavily on tech communication, and the CSRs additional duties are mostly centered around our membership customers