occupancy formula in bpo
Formula [(Average calls handled per agent in a single month x Average time spent on call and post call work)/(Workdays in a month x Total work hours in a day x 60 minutes)] x100. Likewise, expectations of performance should be modeled by members of management.
The probability to wait (from the caller viewpoint) expressed the probability that an agent will be readily available (i.e.
The hours you are measuring performance during. However, while this does fill time, the inability to measure progress means it is not guaranteed to be any more efficient than having advisors simply wait to take calls.While occupancy certainly isn’t the most tricky metric to use, it is often confused with other contact centre measurements such as conformance, utilisation and adherence.So, as occupancy is the percentage of time advisors spend doing call-related activities in relation to their total time available, the others differ like so:So, if an advisor was scheduled to work a shift of 180 minutes but instead works 184 minutes:So, if an advisor shows up five minutes late to a 180-minute shift but works through to the end of their shift, their adherence will look like so:Conversely, if an advisor were to show up for a 180-minute shift work on time but leave five minutes early, their adherence rate would also be 97.2%.Please share your thoughts in an email to Call Centre Helper.
Dead time, when agents aren’t making, previewing, or wrapping calls, can get incredibly expensive. It is a function of forecasting and staffing, the workload offered by the calls (which arrive randomly) and handle times. Overview. New hires require training, which also takes time and valuable resources that could be used for other tasks. What does this term mean? However, trying to achieve occupancy levels beyond 90 percent can put extreme pressure on call center staff, according to the International Customer Management Institute.Increase productivity and occupancy levels by asking agents to take on different tasks during quiet periods. This is known to drive down both advisor satisfaction and performance.The most obvious consequence of occupancy rates that go above 90% is advisor burnout, as high occupancy means little or no time between calls. Occupancy is an incredibly important contact centre metric. The logical definition is the time spent by your agents producing (Handling calls/emails/tasks) compared to their available time.
In order to be realistic and effective, goals for performance should be set with these and other variables in mind. Night staff at 24-hour call centers will naturally see lower occupancy rates than daytime staff. Occupancy calculation in Call Center Many new call center managers are unaware of occupancy as a metric let alone how to calculate it. Because when contact volumes increase, the number of contacts that each individual advisor handles will grow also. By using this site, you agree to this use.
Please refer below example and guide if the computation logic is correct or needs some change! The closer your totals get to 100%, the closer your agents come to burning out and leaving their positions, a phenomenon known as turnover.Imagine if you were fully engrossed in your job for every minute you were clocked in.
When you’re willing and able to perform a task yourself, your staff will be much more inclined to follow your lead.
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