Non-Occupancy

Author: CCa2z

Date: 20th October 2009

Accepting there are four key work activity modes, when we are busy with a customer call, we are occupied.

If we are available or on a break, we are not occupied.

The busier we are, the more chance we will be over-occupied - high-occupancy / low-service level.  To improve service level, the non-occupancy must increase.

Occupancy

TALK

+

WRAP

Non-Occupancy

AVAILABLE

+

BREAKS

 


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