Occupancy percentage in call center operation

5 pts.
Tags:
Call Center metrics
Call Centers
what is the difference between utilisation and occupancy in an inbound campaign?how to calculate occupancy percentage?
ASKED: November 23, 2007  7:37 PM
UPDATED: February 13, 2014  4:56 PM

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Hi,

Most of the experts confuse occupancy and utilisation. Most use that interchangeably. The right response is as below

Occupancy is the productive time a CSR is occupied over phone or is occupied in processing transactions.
Occupancy = (Total Productive time)/(Total Productive Time + Total Available Time) where Available time is the time spent on awaiting calls or transactions.

Utilization is the percentage of time a CSR is engaged in any productive or any other valuable activity such a training, briefing, coaching etc.
Utilization = (Total Productive Time + Total Available Time + Time spent on other valuable activities)/(Billed Hours).

Best Regards,
Melvin Resalayyan
E-mail: sibimelvin.resalayyan@hcl.in

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  • Swapnadayal
    Can you explain Billed hours?
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  • HINDUJA1234
    Dear Concern, Billed hour refers the total hour where an agent gets paid. Thing to note here is billed hour does not include short or long breaks(tea or lunch break). formula is as below: BILLED HOUR= TOTAL CALL TIME(talk time)+AVAILABLE TIME+OTHER NECECCARY ACTIVITY TIME(training feedback coaching breifing). or BILLED HOUR=TOTAL STAFFED TIME-(TEA BREAK+LUNCH BREAK).
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  • RajendraJoshi
    Thanks
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