This is called this “Logged-in Time”.Secondly, the contact centre would need to tally the total number of shift minutes that their advisors have been paid to be in the contact centre over the same period.
The Agent Utilization metric allows you to measure and monitor the total percentage of the day that agents are being utilized. The remaining time would be made up of internal shrinkage activities.These internal shrinkage activities include things like coaching/team-building sessions, lunch and personal breaks.With this in mind, Henriette Potgieter a call centre best practice management consultant at To calculate utilisation, the first thing that the contact centre needs to find out is the total amount of time its advisors are available to help, or are productively helping customers, over a certain time period. This means that any agent who is “on the clock” is monitored to offer a metric based on how much of their at-work time is used actually performing the tasks they are assigned. It’s better to start with a target hourly billable rate, then work back to an ideal utilization rate which allows the target billable rate to deliver the desired 20% profit margin. 25.
The target shouldn’t be higher than 86%, otherwise your culture may suffer and attrition may increase.The benefit of measuring utilisation is to balance business costs and scheduling efficiency, as you want to ensure that advisors spend most of their time doing their primary job – handling customer contacts. percentage of time that an advisor is either assisting or available to assist with customer activity out of the time that they are paid to be in the contact centre There are longer explanations further down. Get the latest exciting call centre reports, specialist whitepapers, interesting case-studies and industry events straight to your inbox. Coping with unanticipated upticks in demand, staff turnover, and other common call center challenges only further complicate matters for managers working to create an efficient, productive, … Smaller groups have lower occupancy than large groups. F. John Reh wrote about business management for The Balance, and has 30 years of experience as a business manager.How You Can Create Value With Human Resources MeasuresTips for Implementing Quality Monitoring Processes in Call CentersCall Center Interview Questions and Examples of the Best AnswersHere's How to Chart Importance and Performance for Your BusinessHow to Develop Proper Metrics to Manage a Business's PerformanceMost Frequently Asked Questions for Help Desk SpecialistsJob Interview Questions: Handling a Call From an Angry CustomerResources to Help You Measure and Manage Customer Satisfaction30 Global Companies That Will Hire You to Work at HomeWhat Does Quality of Hire Mean and How Can You Evaluate Your Success? By using The Balance Careers, you accept our Call Center KPI Descriptions . More business terms are defined in the Calls answered within the first minute/Total number of calls.
Time to Answer: This is a measurement, usually expressed in seconds, of the time from when a call is received until it is answered by an agent.It is a measure of the call center performance rather than of the agent performance. Listed below are some of the common ones, with short descriptions.