Table of Contents
What is utilization rate in call center?
Call center agent utilization is the percentage of time an agent spends on handling contacts and customer interactions or handling contact-related work. It measures how much time agents who are logged into the queue spend handling customers and how much time they are being paid to work in the call center.
What is a good call center occupancy rate?
85-90\%
According to Contact Center Helper, the ideal occupancy is 85-90\%. This is because more customer engagement leads to more customer satisfaction simply by reducing wait times, delivering rapid solutions and having the bandwidth to upsell and review services.
What percentage range is recommended as the limit for agent utilization?
Service desk outsourcing industry best practices usually dictate the percentage should be somewhere between 50\% and 60\%.
How is call center utilization calculated?
Simply take the amount of time your agents are reported as being on calls or performing call-related tasks and divide it by the total time they are on the clock. Multiply the resulting number by 100, and you have the agent utilization percentage.
How is utilization percentage calculated in BPO?
As Henriette Potgieter says: “Utilisation answers the question: for what percentage of the time that I pay my advisors are they logged in and assisting or available to assist with a customer activity?” So, utilisation calculations include all the time spent on internal shrinkage activities, not just logged-in time.
How do you measure productivity in a call center?
We can calculate it by using the following call center productivity formula:
- (Total Output / Total Input) x 100 = Labor Productivity.
- (6/8) x 100 = 0.75 x 100 = 75\%.
- First Call Resolution (FCR) rate.
- Abandon Call Rate (ACR).
- Percentage of Call Transfers.
- Call Completion Rate.
- Percentage of Repeat Calls.
- On-Hold Time.
What percentage of contact center operating costs is attributable to labor in most centers?
70\% to 80\%
Labor costs account for approximately 70\% to 80\% of a call center’s operating cost. The classic comparison, $1 per hour in labor cost reduction pays for the entire rent of a call center facility, still holds strong today. Labor costs range dramatically across the world.
How do you calculate productive hours in a call center?
How can I improve my call center utilization?
3 Ways to Increase Agent Utilization With Visual Assistance Tools
- Reduces ACW & Training Times. ACW (After Call Work) are the duties that an employee has to perform after they attend a call.
- Empowers New Agents.
- Offers Better Understanding of Customer Problems.
How do you calculate productivity in a call center?
What is the difference between occupancy and utilization in call center?
Agent utilization indicates the percentage of an agent’s total shift spent on call-related activities. Agent occupancy, on the other hand, indicates how much time an agent spends both handling calls and doing other non-call related activities.