Abstract: When determining a preferred ratio of supervisors to agents in a call center, one or more operation parameter values are determined for corresponding operation parameters. Based on the one or more operation parameter values, a benchmark ratio is correspondingly modified to provide the desired preferred ratio. Preferably, the benchmark ratio is identified based on a specific industry. At least one survey response concerning an operation parameter may be obtained and used in determining a corresponding operation parameter value. In this manner, a more structured and customized approach is provided in comparison to prior art techniques.