Utilisation

Author: CCa2z

Date: 19th November 2004

Occupancy reflects how busy we are, and in call centres, we are busy when we are Talking to callers and when completing After Call Wrap.  The busier we are per hour, the higher the occupancy and lower the available time, waiting for a call. 

Occupancy can be measured at all levels, call centre, team and agent.  It is a key metric in call centres and can highlight efficiency and stress levels.  Occupancy is generally influenced by management as staff do not have any control over call volumes and staffing.

There are a number of Work Activity Modes, but the key ones for occupancy are the following:

Occupancy - we are occupied when Talking and Wrapping

                     
                     
    TALK     +     WRAP    
                     
                     

Non-Occupancy - we are not occupied when Available for calls or on a Break

                     
                     
    AVAILABLE   +     BREAKS    
                     
                   

 


Low occupancy can reflect too few calls, too many staff or small group sizes - the latter which, need to be less occupied to achieve service level.

High occupancy reflects too few staff or too many calls.  With pro-longed calls in a queue, calls are continuous for staff; occupancy very high, coupled with few or no comfort breaks or wait time between calls.

Visit TOOLKITS to use occupancy calculators.


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