The cross-training programs will prepare the agents to handle more calls and perform multiple tasks during quiet hours.The cloud-based inbound and outbound call center tools enable businesses to communicate with customers seamlessly in a distributed and virtual work environment. Both high and low occupancy rates can be problematic. The term work time or handling time refers to the amount of time an agent spends on managing incoming calls.Hence, work time includes talk time, hold time, wrap-up time, and after-call work time. They need to focus on maintaining a good occupancy rate continuously instead of maximizing call center occupancy.While measuring the occupancy rate for a call center, the decision-makers must keep in mind both work time and logged-in time. Handle time refers to time spent on the phone (speaking with customers, on hold, or wrapping up a call), while auxiliary time refers to the time spent on non-call tasks.For instance, if an agent has a handle time of 80 minutes during a 110 minute period, but 10 minutes of that time were used for a team meeting, they have an occupancy rate of 80 percent (80/110 – 10 = 80%).There are various different occupancy rate call center formulas that can be used, each taking into account different metrics and considerations. Whatever formula is used, it’s important that call centers are able to determine occupancy rates so they can improve on their service.Optimize your customer service. To put it in simpler terms, occupancy refers to the percentage of the time that agents spend dealing directly with customers and waiting for calls.If an occupancy rate is too low, that means that a call center agent is not working for a lot of the time. Maximum Occupancy Should Not Be Set Higher Than 85% or 90%. The self-service options enable callers to collect information, accomplish route tasks, and resolve customer service issues on their own without talking to live agents.However, several market research surveys suggest that a large percentage of customers still prefer agent-based support to self-service options.As widely used key performance indicator (KPI), call center occupancy rate helps decision-makers to boost customer service experience by setting and maintaining appropriate staff level.The managers calculate the occupancy call center KPI by dividing workload hours by work hours. No call center can boost agent productivity and meet customer expectations without maintaining a good occupancy rate. But there is no widely accepted standard for call center occupancy rate. For instance, a call center agent may have to send emails to their managers, attend meetings, and performing other auxiliary duties.A better call center occupancy calculation takes into account the time that agents spent on auxiliary or non-call tasks. ©2020 3C Contact Services | 3300 Hwy 7, Suite 908, Concord, Ontario L4K 4M3 Canada. 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%).However, this call center agent occupancy formula can be flawed, since it doesn’t take into account the time agents spend on other workplace tasks and responsibilities. Also, the occupancy call center KPI differs based on a slew of factors.
For more on why you need to keep an eye on your contact centre’s occupancy rates, read our article: Why Should Your Occupancy Rate NOT Exceed 85%? Consider an agent who is engaged in call-related work for 45 minutes during a By looking at occupancy rate, call centers can help determine how busy their agents are, whether their call center is overstaffed or understaffed, and the effectiveness of their service. The manager can easily maintain a good occupancy rate by monitoring call volumes across hours and days.The monitoring will help the manager to decide the appropriate staffing level for both busy and quiet periods. 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. Toll-Free: I provide express consent for 3C Contact Services to contact me regarding product and service offerings. He can increase the occupancy rate by deploying additional agents during peak periods and making agents multitask during a quiet period.Unlike inbound and outbound agents, blended agents help call centers to improve the occupancy rate by handling both inbound and outbound calls.But a call center cannot make the same agent handle both inbound and outbound calls efficiently without launching cross-training programs. Likewise, you can reduce the number of remote agents during a quiet period.Often call centers find it challenging to predict call volume and set staffing levels accurately.