- Since customer service representatives (CSRs) cannot fully control their own occupancy, this
metric is a "big picture" metric which provides a high level snap shot of how resources are being
used. Inversely, it reflects how much time CSRs on average are "waiting" for a call. An 85%
occupancy rate means that 15% of the CSR time is available and waiting for a call.
- Occupancy is a key factor looked at in workforce management and planning. The workforce planner
and managers/supervisors should be accountable for occupancy. They should also model it and the
targets should be realistically set based on the volumes, handle times, and size and staffing level
of the center.
- Occupancy will be lower for smaller groups and higher for larger groups. If occupancy runs too high, too often, it can lead to "burn out" and turnover.
This was first published in January 2007