# Direct supervisors per agent FTE

This measure calculates the number of direct supervisors (i.e. first-line leaders who are responsible for craft workers' work execution) per agent full-time equivalent (FTE) employee. It is part of a set of Process Efficiency measures that help companies optimize the performance of their "plan and manage customer service operations" process by minimizing waste and refining resource consumption.

## Benchmark Data

Measure Category:
Process Efficiency
Measure ID:
103118
Total Sample Size:
265 All Companies
Performers:
25th Median 75th
- - -
Key Performance Indicator:
No

## Compute this Measure

Units for this measure are direct supervisors.

`(Number of general service FTEs employed to manage agents + Number of vital service FTEs employed to manage agents) / Number of agent FTEs`

## Key Terms

#### FTE - (full-time equivalent employee)

To calculate the number of full-time equivalents employed during the year for each respective process or activity, you must prorate the number of employees and the hours spent performing each process/activity. Assume that a full-time worker represents 40 hours per week. Provide the average number of full-time equivalents employed during the year for each respective process. Include full-time employees, part-time employees, and temporary workers hired during peak demand periods. Allocate only the portion of the employee's time that relates to or supports the activities identified for an applicable process. Prorate management and secretarial time by estimating the level of effort in support of each activity, by process.

For example, a part-time secretary in the finance department for XYZ, Inc. charges all of his time to finance department activities. He works 20 hours per week. The secretary splits his time evenly supporting employees working in the general accounting process and the financial reporting process. Thus, his time should be allocated by process. So, if he works throughout the year and supports these two processes, his time would be split evenly as:

20hrs/40hrs = .5FTE * 50% for general accounting = .25FTE for general accounting

20hrs/40hrs = .5FTE * 50% for financial reporting = .25FTE for financial reporting

#### Process efficiency

Process efficiency represents how well a process converts its inputs into outputs. A process that converts 100% of the inputs into outputs without waste is more efficient than one that converts a similar amount of inputs into fewer outputs.

## Measure Scope

#### Cross Industry (7.3.1)

• 6.2.1 - Plan and manage customer service work force (10387)
• 6.2.1.1 - Forecast volume of customer service contacts (10390)
• 6.2.1.2 - Schedule customer service work force (10391)
• 6.2.1.3 - Track work force utilization (10392)
• 6.2.1.4 - Monitor and evaluate quality of customer interactions with customer service representatives (10393)
• 6.2.2 - Manage customer service problems, requests, and inquiries (10388)
• 6.2.2.1 - Receive customer problems, requests, and inquiries (10394)
• 6.2.2.2 - Analyze problems, requests, and inquiries (13482)
• 6.2.2.3 - Resolve customer problems, requests, and inquiries (10395)
• 6.2.2.4 - Respond to customer problems, requests, and inquiries (10396)
• 6.2.2.5 - Identify and capture upsell/cross-sell opportunities (16928)
• 6.2.2.6 - Deliver opportunity to sales team (16937)
• 6.2.3 - Manage customer complaints (10389)
• 6.2.3.1 - Receive customer complaints (10397)
• 6.2.3.2 - Route customer complaints (10398)
• 6.2.3.3 - Resolve customer complaints (10399)
• 6.2.3.4 - Respond to customer complaints (10400)
• 6.2.3.5 - Analyze customer complaints and response/redressal (19072)
• 6.2.4 - Process returns (20094)
• 6.2.4.1 - Authorize return (10364)
• 6.2.4.2 - Process return and record reason (20095)
• 6.2.5 - Report incidents and risks to regulatory bodies (12840)