Occupancy

Schools:Call Center Metrics

Occupancy

Metric: Occupancy (*also called utilization)

Acronym: OCC

Definition: Total handle time divided by total time signed into the queue expressed as a percent.

Application: Occupancy is the amount of time a CSR spends either talking or in after call work from handling a customer call.

Tips about using occupancy as a call center metric:

Since CSRs cannot control their own occupancy this metric is a "big picture" metric which provides a high-level snapshot 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 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.
Occupancy is a key factor looked at in workforce management/planning. The workforce planner and managers/supervisors should be accountable for occupancy.

Measuring occupancy in the call center: Expert advice:

1 - 3 of 6

VIEW ALL IN THIS CATEGORY

Test your knowledge of occupancy: Quiz:

1 - 1 of 1

Understanding occupancy as a call center metric: Podcast:

1 - 1 of 1