See our Many new call center managers are unaware of occupancy as a metric let alone how to calculate it.Simply put, call center occupancy is the percentage of time your agents are busy working with a customer or documenting an interaction. Occupancy measures the actual time agents are busy with customer contact compared to the time they are available in the call center.
How effective this will be depends on the number of seats at the contact centre.Smaller centres are more affected by changes in traffic volumes, but can respond more easily, as fewer advisors represent a higher proportion of the total workforce.Blended advisors, advisors who can take inbound or outbound calls as required, make it reasonably straightforward to adapt.Rather than being sent away, advisors can be assigned to other activities like email correspondence or e-learning. Because of this, it effects the long-term staffing and hiring decisions. Self-service facilities help to reduce call volumes and staffing levels.Occupancy level % is very important in a call center. However, while this does fill time, the inability to measure progress means it is not guaranteed to be any more efficient than having advisors simply wait to take calls.While occupancy certainly isn’t the most tricky metric to use, it is often confused with other contact centre measurements such as conformance, utilisation and adherence.So, as occupancy is the percentage of time advisors spend doing call-related activities in relation to their total time available, the others differ like so:So, if an advisor was scheduled to work a shift of 180 minutes but instead works 184 minutes:So, if an advisor shows up five minutes late to a 180-minute shift but works through to the end of their shift, their adherence will look like so:Conversely, if an advisor were to show up for a 180-minute shift work on time but leave five minutes early, their adherence rate would also be 97.2%.Please share your thoughts in an email to Call Centre Helper. Offer customer self-service facilities via website, e-mail or voice mail. For instance, if an agent spent 54 minutes on calls during one hour (aka 60 minutes) of work, they would have an occupancy rate of 90 percent (54/60 = 90%).However, this call center agent occupancy formula can be flawed, since it doesn’t take into account the time agents spend on other workplace tasks and responsibilities.
b) If outbound, will you be providing a list of calling contacts?4. Handle time refers to time spent on the phone (speaking with customers, on hold, or wrapping up a call), while auxiliary time refers to the time spent on non-call tasks.For instance, if an agent has a handle time of 80 minutes during a 110 minute period, but 10 minutes of that time were used for a team meeting, they have an occupancy rate of 80 percent (80/110 – 10 = 80%).There are various different occupancy rate call center formulas that can be used, each taking into account different metrics and considerations. ALL RIGHTS RESERVED.AUS 1300 360 553 | NZ +64 9 281 8322 | US +1 (415) 200 3752 | UK +44 115 824 5548 To put it in simpler terms, occupancy refers to the percentage of the time that agents spend dealing directly with customers and waiting for calls.If an occupancy rate is too low, that means that a call center agent is not working for a lot of the time.
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occupancy call center