Call center agent utilization is the ratio of an agent's productivity to their capacity. ... Call center agent utilization may be somewhat difficult to measure because it takes into account other activities and time uses besides the calls themselves and after-call work.
How is utilization calculated in call center?
Simply take the amount of time your agents are reported as being on calls or performing call-related tasks and divide it by the total time they are on the clock. Multiply the resulting number by 100, and you have the agent utilization percentage.Dec 5, 2018
How can I improve my call center utilization?
- Clear Processes for Solving Common Problems. ...
- Continuous Improvement Training. ...
- Skills Based Routing. ...
- Live Call Monitoring and Coaching. ...
- Inter-agent Chat. ...
- Favorable Agent to Supervisor Ratio. ...
- Listen to your Agents.
What is difference between occupancy and utilization?
Henriette Potgieter, a call centre best practice management consultant at QBIC Solutions, tells us: “Occupancy differs from utilisation in that occupancy considers only live logged-in time, but utilisation considers total time at work (including logged-out time such as training).”Oct 22, 2018
What is the formula for calculating utilization?
The basic formula is pretty simple: it's the number of billable hours divided by the total number of available hours (x 100). So, if an employee billed for 32 hours from a 40-hour week, they would have a utilization rate of 80%.Sep 24, 2021
- Monitor All Channels. ...
- Make Feedback and Coaching a Consistent Routine. ...
- Focus on Your Low Performers. ...
- Follow Up Coaching by Tracking Improvements. ...
- Encourage Self-Monitoring. ...
- Motivate Your Agents. ...
- Don't Forget the Fun. ...
- Invest in Smart Software.
How are call center metrics measured?
In inbound call centers, the abandon rate is the percentage of abandoned calls before a customer speaks to an agent. The metric is determined by the number of abandoned calls divided by the total number of inbound calls. Retention rates have a direct relationship to waiting times.