Call Center Occupancy Definition
+14 Call Center Occupancy Definition 2022. Occupancy is an important metric in any contact centre. An operation combining human, technical and physical resources to field inbound and/or place outbound phone calls.
In fact, a common way to calculate occupancy rate is to add up all the handle time during the defined time period. Top ways to optimize call center occupancy rates. This is an important detail to note.
That Is, It Helps You To Estimate Future Contact Volume, And Make Sure You Have Enough Agents To Meet That Need.
A call center is a centralized department to which phone calls from current and potential customers are directed. Occupancy (also known as the agent occupancy rate) is the ratio of time spent handling calls versus idle time in a call center. The standard formula is (total handle time)/ (total time available.
The Image Below Illustrates This Well:
Occupancy rate indicates how busy your call center agents. In this scenario, agents (arguably) have too much. On calls, waiting for calls, engaged in wrap time or on hold.
Occupancy Calculation In Call Center Many New Call Center Managers Are Unaware Of Occupancy As A Metric Let Alone How To Calculate It.
This is an important detail to note. Even though the call center occupancy definition is pretty simple to understand, it is often mistaken for other measurements, which are also important for contact centers. Measuring call centre occupancy is a key part of call centre forecasting.
It Represents How Busy Your Contact Centre Agents Are.
Determining the occupancy rate can reveal whether the call center has proper staffing. Occupancy is defined as the amount of time advisors are busy engaging with customers: (total handle time) / (total time available.
Essentially, It Is The Percentage Of Time That An Agent Actually Spend Handling.
Also called a customer service representative (csr) or. This workforce management metric is somewhat general and straightforward, and can provide important. Put another way, utilization is the percentage of time that an agent is either assisting or available to assist with customer activity out of the time that they are paid to be in the call center.
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