Occupancy percentage in call center operation
Call Centers, Call Center metrics
what is the difference between utilisation and occupancy in an inbound campaign?how to calculate occupancy percentage? Question
Call Centers, Call Center metrics
what is the difference between utilisation and occupancy in an inbound campaign?how to calculate occupancy percentage? 
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Hi Svachaspati,
I'm the editor for SearchCRM.com and I'd like to point you to some helpful resources on our site that might answer your question about utilization and occupancy in the call center. Visit the Ask the Expert section of SearchCRM.com, where our call center metrics expert Lori Bocklund has answered questions on this topic. Specifically, we've posted Q/As on the definition of call center terms like utilization and occupancy, tips on using and calculating call center utilization (occupancy) and agent utilization (occupancy) in a small call center .
Also, feel free to submit your own call center question to Lori for personalized advice. Hope this helps!
Best,
Lauren
Lauren K. Hoyt
Site Editor
SearchCRM.com
TechTarget Enterprise Applications Media Group
e-mail: lhoyt@techtarget.com
desk: 781.657.1594
fax: 781.657.1100
117 Kendrick St
Suite 800
Needham, MA 02494
TechTarget
The IT Media ROI Experts
www.techtarget.com
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