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:

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Test your knowledge of occupancy: Quiz:

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Understanding occupancy as a call center metric: Podcast:

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