Quick Answer: Why Is Occupancy Important In Call Center?

How do you calculate occupancy?

Occupancy rate is the percentage of occupied rooms in your property at a given time.

It is one of the most high-level indicators of success and is calculated by dividing the total number of rooms occupied, by the total number of rooms available, times 100, creating a percentage such as 75% occupancy..

What is occupancy in call center?

Agent occupancy refers to the percentage of time that call agents spend handling incoming calls against the available or idle time, which is determined by dividing workload hours by staff hours. It is a statistic used in calculating the productivity of a call center.

What is occupancy formula in BPO?

The most obvious call center occupancy formula would be to divide the time an agent spends on calls by all of their available working time. For instance, if an agent spent 54 minutes on calls during one hour (aka 60 minutes) of work, they would have an occupancy rate of 90 percent (54/60 = 90%).

How do I reduce support calls?

5 Ways to Reduce Telephone Calls to Your IT Help DeskCreate and Use a Knowledge Base. A knowledge base is an in-solution or online capability that can be accessed by customers and technical support staff alike. … Provide a Self-Service Portal. … Apply Interactive Voice Response (IVR) Messaging. … Communicate with Your Customers. … Monitor Trends.

What is a good occupancy rate for a call center?

It is always important for the managers to set the call center occupancy rate between 85% – 90% to improve both agent productivity as well as a customer service experience.

How do you increase occupancy in a call center?

Increase productivity and occupancy levels by asking agents to take on different tasks during quiet periods. In call centers that normally handle only incoming calls, such as service requests, inquiries or telephone orders, ask agents to make outbound calls during quiet periods.

Why do we need call centers?

Call centres are valuable to companies because they provide a platform to customers where the company has the opportunity to enhance its image, resolve problems and to create a stronger customer base. In addition to this, the data that call centres store is becoming increasingly valuable.

How many calls do you take in a call center?

As mentioned earlier, call center agents can take up to 50 calls a day, and not every one is resolved during the first call. Some calls will require a follow-up that may last days or weeks after the first interaction.

How many calls can an agent take?

Well, a single agent can handle 30 to 50 calls in an eight-hour shift depending on the demand. The nature of inbound calls is to handle/receive numerous calls done by agents. The inbound call center agent aims to solve all customer queries and positively turn the prospect into business loyal customers.