How is agent utilization calculated?

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.

How do you increase agent utilization?

3 Ways to Increase Agent Utilization With Visual Assistance Tools

1. Reduces ACW & Training Times. ACW (After Call Work) are the duties that an employee has to perform after they attend a call.
2. Empowers New Agents.
3. Offers Better Understanding of Customer Problems.

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).”

What is utilization in customer service?

Call center agent utilization is the percentage of time an agent spends on handling contacts and customer interactions or handling contact-related work. It measures how much time agents who are logged into the queue spend handling customers and how much time they are being paid to work in the call center.

How is agent utilization calculated in a call center?

Agent utilization is simply the ratio of work produced divided by work capacity. So, for example, if an agent is on customer calls for five hours out of an eight-hour shift, the utilization for that agent that day would be 62.5\% (5 hours of work produced ÷ 8 hours of work capacity).

How can I increase my call center utilization?

How to improve Call Center Utilization?

1. Call center metrics.
2. Call center quality metrics.
3. Call Center efficiency metrics.
4. Login and Logout time for call center staff.
5. Single Sign On for call center telephony.
6. Active Login Manager for better call center utilization.

What is occupancy and utilization in BPO?

Agent utilization indicates the percentage of an agent’s total shift spent on call-related activities. Agent occupancy, on the other hand, indicates how much time an agent spends both handling calls and doing other non-call related activities. Here’s a simple calculation to approximate call center agent utilization.

What is the formula of 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\%.

What is utilization in workforce management?

Call center agent utilization is the ratio of an agent’s productivity to their capacity. This workforce management metric is somewhat general and straightforward, and can provide important insight into the effectiveness of call center processes.

What is the formula for utilization?

What is another word for utilization?

What is another word for utilization?

What does utilization mean in business?

Utilization is defined as the amount of an employee’s available time that’s used for productive, billable work, expressed as a percentage. An employee’s utilization rate is a critical metric for organizations to track.