Quick Answer: What Is Utilization In Call Center?

What is a good utilization rate for a call center?

It is typical for a contact centre’s occupancy to lie between 80 and 85%, and if your occupancy rate is at this level, it is likely that your Resource Planning team are doing a good job.

However, if occupancy is consistently higher than 85%, you are risking advisor burnout..

What are some good KPIs?

Examples of Financial KPIsGrowth in Revenue.Net Profit Margin.Gross Profit Margin.Operational Cash Flow.Current Accounts Receivables.Inventory Turnover.EBITDA.

How is AHT calculated?

AHT can be calculated using this formula:[Talk + hold + follow up] / calls = AHT (calculated in minutes or seconds) … Make sure agents are trained effectively. … Utilize self-service resources, like knowledge bases and help articles. … Monitor agent performance. … Record calls to use in ongoing trainings.More items…•

What is occupancy and utilization?

Occupancy differs from utilization, in that occupancy considers only live logged in time, but utilization considers total time at work (including logged out time such as training).

What is KPI for call center?

A KPI (Key Performance Indicator) is a measurable value, or values, that demonstrates how effectively a company, department, team, or individual is achieving business goals.

What is utilization time?

Utilization time is the total time taken by the each processor. In this graph, the processor 1 have more utilization time compared to other processors. In this graph, the processor 1 has more utilization time compared to other processor.

How can I improve my call center utilization?

How to improve Call Center Utilization?Call center metrics. In order to keep track of how well (or poor) a call center operates, multiple metrics can be used. … Call center quality metrics. … Call Center efficiency metrics. … Login and Logout time for call center staff. … Single Sign On for call center telephony. … Active Login Manager for better call center utilization.

What is a good employee utilization rate?

It differs from agency to agency. Utilization is defined as the amount of billable time can you pull out of the total available time of your employees. Industry standards suggest an overall successful agency staff utilization rate should fall between 85 and 90%.

How is KPI calculated?

Basic KPI formula #5: RatiosTotal sales revenue received divided by total sales revenue invoiced.Total sales revenue divided by total hours spent on sales calls that generated that revenue.

What is occupancy formula in BPO?

The most obvious call center occupancy formula would be to divide the time an agent spends on calls by all of their available working time. For instance, if an agent spent 54 minutes on calls during one hour (aka 60 minutes) of work, they would have an occupancy rate of 90 percent (54/60 = 90%).

What is the difference between productivity and utilization?

Important to avoid confusing resource utilization and productivity. … To avoid confusion, it may be useful to think of resource utilization as a measure of the time a person is allocated to working on something, and productivity as the amount of completed work that gets done within that allocated time.

How many calls can a call center handle?

As mentioned earlier, call center agents can take up to 50 calls a day, and not every one is resolved during the first call. Some calls will require a follow-up that may last days or weeks after the first interaction.

What is BPO shrinkage?

Call center shrinkage is the number of agents actively taking calls divided by the number of agents who are not available for any reason.

How do you calculate call center utilization?

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.

What is call center occupancy?

Call center occupancy is one of the key metrics that is often confused with an agent’s productivity. Essentially, It is the percentage of time that an agent actually spend handling incoming calls against the available or idle time, which is determined by dividing workload hours by staff hours.

What is utilization formula?

Utilization Rate Formula Here’s the formula to calculate utilization: Total Billable Hours / Total Hours Available. Let’s say we want to find the utilization rate for Leslie, a front-end developer at a web design firm. In a given week, she has 40 available hours. That works out to 2,080 hours a year.

How do you calculate cost per contact?

The traditional calculation for cost-per-call is straightforward enough. You simply divide your total call center costs by the number of calls answered to get an average amount it costs you to handle each call.