Schools:Call Center Metrics

Occupancy

Measuring occupancy in the call center: Expert advice <<previous|next>> :Calculating the call center agent seat utilization ratio

Ask The CRM Expert: Questions & Answers

Call center utilization (occupancy) -- tips on using and calculating

SearchCRM.com

If I want to calculate our call center's utilization target for the first time, what is the formula I should use and what are the parameters to be considered?
Utilization rate, which is also referred to as call center occupancy, is handle time (talk time + after call work time) divided by time signed into a queue. This metric, expressed as a percentage, will tell you the amount of time that work is being performed in support of the call center's queue. It is also a measure of how hard the call center agents are being driven. The higher the occupancy rate, the shorter the amount of time between calls. An 80% occupancy rate means that 20% of the time the representative was available (and in the ready state) for a call and the remaining 80% the representative was either on a call or in after call work status.

Keep the following factors in mind when considering call c

To continue reading for free, register below or login

Requires Membership to View

To gain access to this and all member only content, please provide the following information:

By joining SearchCRM.com you agree to receive email updates from the TechTarget network of sites, including updates on new content, magazine or event notifications, new site launches and market research surveys. Please verify all information and selections above. You may unsubscribe at any time from one or more of the services you have selected by editing your profile or unsubscribing via email.

TechTarget cares about your privacy. Read our Privacy Policy

enter utilization or occupancy:

  • Occupancy is a group, queue or center measure and is not controlled at the individual agent level. It is a function of forecasting and staffing, the workload offered by the calls (which arrive randomly) and handle times. Smaller groups have lower occupancy than large groups. You can set a range as a target to manage to (e.g., if the occupancy gets too low, consider sending some call center agents home or putting them on alternate tasks; if it gets too high, bring in reserve staff or ask for overtime). That range should be based on modeling your center and monitoring typical occupancy and its impact.

  • Higher occupancy rates do not always correlate to increased productivity. Self pacing often increases proportionately in the form of increased after call work. Call center agents can generally handle short bursts of increased activity, but sustained high occupancy can lead to burnout and turnover.

  • Consider call center occupancy along with other factors such as overall productivity, error rates, quality scores and employee satisfaction.