Tech to Dispatch Ratio - Office Roles

[michelle54]

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!

[cmarcroft]

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