'Ready' puts us in the right behavioural modes of work (being Available to take calls + Talking to callers) to improve efficiency and maximise call-handling capacity.  What is the appropriate level?

priTel in priTel Rule 75, indicate the most efficient and balanced level, having regard efficiency and staff is the following:

Occupancy 75% (Talk time + After Call Wrap time) and Ready 75% (Talk time + Available time).

Ready 75%

Not Ready 25%

This is an excellent 'rule of thumb' and should be 'tweaked' for your own  operation.  What you are attempting to achieve here, is target positive behaviour, which improves call capacity and response times.

What Ready does is improve 'positive seat attendance' by minimising excess levels of Not Ready and at the same time, maximising Ready to at least a level of 75%.

This improves self-management and the culture, advisors are now in control of their own behaviour, they are aware of the negative effects of Not Ready and will even start clock-watching when on a break!

Targeting Ready greatly improves morale, as self-management avoids the need for team management to shout-out 'log-on please', the trait of an over-bearing management style.

What these Ready levels mean in terms of minutes per hour, is as follows in a typical 07:30hrs day:

Ready 75%

Not Ready 25%

As long as advisors are following the right behaviours, Ready will increase, bringing capacity with it.  This means if there is no longer sufficient call volume to deliver 60% Talk time, the Available time, instead will rise to deliver your ready levels.  This is where you then need to review the occupancy equation.

You will, although, need to keep in touch with the health indicators of average handle time and quality, as Ready by it's nature will deliver calls answered.

There are many tools in TOOLKITS to measure your Ready Levels.