Armed with this number, we have our first way to calculate the occupancy rate in your contact center. Many contact center systems will report “Available Time” for an agent, which counts the time an agent was logged-in but not on a call (sometimes called “Idle Time”). Average handle time is typically calculated as Talk Time + Hold Time + After Call Work / Total Calls.įor more on the topic of average handle time see this post.īut, what about the denominator? We want to count how much time the agent was theoretically able to work. In fact, a common way to calculate occupancy rate is to add up all the handle time during the defined time period. This is the same thinking that goes into calculating “Handle Time”. It’s important to limit this to work that is directly related to that particular call, and exclude general non-call work. This is also called “After Call Work” (ACW).ĭefining the boundaries between ACW and other non-call work can be tricky. We also need to include work that happens after the call to “wrap-up” the transaction. We have to include more than just “talk time”, because sometimes agents are on hold during the conversation, waiting on another process. However, we need to look deeper into the phrase “call-related” which is the numerator of the fraction. He has an occupancy rate (or just “occupancy”) of 75%.
#Callcenter definition how to#
How to Calculate Occupancy RateĬalculating occupancy rate isn’t as simple as it might seem.Ĭonsider an agent who is engaged in call-related work for 45 minutes during a 60 minute period. Keeping a close eye on the occupancy rate allows contact center managers to prevent agent burnout. #cctr #occupancy #cctrmanagement Click To TweetĪgents need time to take a breath and collect their thoughts between calls If they don’t get it, their performance suffers, followed by higher absenteeism and, eventually, agent attrition. An 85% agent occupancy means there is only an aggregate of 9 minutes of non-call time in any given hour.Īgents need time to take a breath and collect their thoughts between calls If they don't get it, their performance suffers, followed by higher absenteeism and, eventually, agent attrition. There is a general consensus that high occupancy rates (above 85%) are not sustainable other than for short bursts of time. But what about occupancy on its own? It is best used as a predictor of “agent burn-out”. Occupancy Rate, combined with Service Level, can tell you if your staffing level is set properly for any given amount of time. Why is Occupancy an Important Call Center Metric? will require more agents, and often ties closely in with ASA and service level calculations. It’s rarely calculated on an individual level typically it will be looked to determine which times of day, week, year etc. The Executive Guide to Improving 6 Call Center Metrics
For example, if your call center has an occupancy rate of 90% yesterday, that meant that your agents were handling customer enquiries for an average of 54 minutes out of every 60. It’s the most common measure of how busy call center agents are dealing with customers. Occupancy Rate is the percentage of time that agents spend handling customer inquiries vs.
Occupancy rate is basically a measure of how “busy” call center agents are when they are at work. In our on-going effort to demystify call center metrics, ‘occupancy rate’ shouldn’t be forgotten. Nutrisystem Boosted customer satisfaction scores.Reliance Home Comfort Significantly boosted CSat while reducing abandon rates.The General Significantly reduced abandonment rate.Credit Union of Colorado 40% reduction in abandonment rate.Conversation Scheduling Let your customers decide when to receive a call-back from you.Programmable Call-Backs Offer call-backs at any stage in your customer’s journey.Visual IVR Offer customized call-backs to customers on web, and mobile.Voice Call-Backs Smooth out call spikes, lower abandon rates, and improve the customer experience.
0 kommentar(er)
