Agent utilization (occupancy) in a small call center
Why is agent utilization lower in smaller call centers?
When you register, you'll begin receiving targeted emails from my team of award-winning editorial writers on the latest customer relationship management (CRM)and call center technology issues today. Our goal is to keep you informed on the hottest issues facing this fast-changing industry.
Hannah Smalltree, Editorial Director
Agent utilization, often referred to as
occupancy, is lower in smaller groups due to the randomness of call arrivals, and the nature of economies of scale. The smaller the group or queue, the less efficient it is. For the same target performance (generally measured in
service level), people sit there idle more in a small group, waiting for that next call.
Dig Deeper
-
People who read this also read...
-
This was first published in June 2007