With these figures in hand, companies can understand whether they have the necessary number of agents or, on the contrary, if there is little activity and employees are not receiving the expected number of calls.
Monitoring occupancy also helps to prevent burnout among agents. This is important because if there is work overload, performance will be affected.
When measuring occupancy in a call center , both customer service agents and managers must always make sure to adapt these levels to the circumstances, available resources and, above all, specific customers.
How is occupancy measured in a call center?
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Calculating occupancy rate is not as simple as you might think. There are several ways to measure it and there is no way to say which one would be the best or the most “correct” one. For example, the way occupancy is measured in a call center can be simplified as follows:
If a call center agent was answering calls for at least 45 minutes out of every hour on average, then you could say that their occupancy level is around 75%.
Of course, there are other more complex factors and various mathematical formulas to obtain more accurate results.
How to improve occupancy in a call center?
There are many ways to improve occupancy in a canada telegram data call center. Among them, the implementation of Call Center Software stands out . With this technology, call volume can be more efficiently forecasted to keep agents better organized.
It is also an excellent optimization measure for call center agents to have tools to extend customer service capacity simultaneously, whether via chat, voice sessions or emails.
The vast majority of contact centers and call centers aim to maintain an occupancy rate of between 85% and 95%, depending on the measurement method chosen, but generally speaking, occupancy rates of around 80% are the most recommended.
To achieve this level of occupancy, we must strive to maintain an average response speed of less than 10 seconds and a first-call resolution rate of 70%. This is achieved by training agents and, as mentioned above, giving them technological tools to rely on.
To help you delve a little deeper into other new developments regarding call centers, we invite you to discover how an outbound call center works .
