eHarmony call centers currently handle over 100,000 customer inquiries each month by phone, email and live chat, and the company projects the number of “customer care” representatives alone to grow by 25 percent by the end of 2004. In response to the call center’s extended operations 7 days a week, high volume of communications with members, and thousands of new users who join the service each month, eHarmony plans to open a new 7000 square foot, consolidated call center facility to keep pace with growing customer needs.
Most major dating services have 50 or some customer care reps, many who double as profile reviewers who filter out negative content from profiles. 100,000 customer inquiries seems like a lot to me. Another industry metric to measure?
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