host posted on October 01, 2007 08:44
Call Center “saturation” rate is a way to assess wage impacts. Saturation is defined as the number of call center workers in an area divided by the total work force of the same area. If an area has 4 percent or greater saturation, there may be upward pressure on wages in order to be competitive in recruiting workers.
The entire article is found at:
http://www.expansionmanagement.com/cmd/articledetail/articleid/16019/default.asp
Based on this formula and using 2004 numbers for Gilmore Research