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Calculating the call center agent seat utilization ratio

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There is no ideal ratio for all call centers. Seat ratio is a cultural and financial decision, and the opportunity is different for a center with extended versus limited hours and shifts or part-time versus full-time staff. The opportunity also depends on the nature of the operation and the technology in place -- desk sharing is easier in paperless environments.

When deciding upon the appropriate seat utilization ratio for your center, keep in mind that employee satisfaction and comfort could impact your turnover, productivity and even customer experience.

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This was first published in July 2007

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