Steve Fagan

At Philadelphia's "Focus on the Front Line" Town Meeting and panel discussion held in May, call center industry leaders came together to discuss some key issues facing those on the front line and their supervisors. The panelists included: Mary Ann Falzone, president, Falzone & Associates; Steve Fagan, senior vice president, RMH Teleservices; Chuck O'Donnell, telemarketing consultant; and John Welsh, consultant and president, K-Tel Services. Q. What's the ideal ratio of supervisors to reps? Welsh: "It depends on what the reps do. For telemarketing, 1:12 is best; for customer service, try 1:8." Fagan: "It depends on the ergonomics of the call center, and

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