Definition: The amount of time that a representative spends handling calls divided by the total amount of time that the representative is logged in and available to answer calls, as a percentage.
Discussion: Occupancy Rate is a measurement of Call Center representative productivity, taking into account the amount of time that a representative is handling calls as a percentage of the time that representative is available to accept calls (in the ‘call queue’). You want this number to be on the high end, without stretching representatives too thin (or causing them to evaluate their sanity). Keep in mind that this Key Performance Indicator (KPI) does not take off-phone time into account: coaching, training, breaks, team meetings, system downtime, internal calls/emails. If your Occupancy Rate is near the low, or lagging, value look at how representatives typically spends their day as well as how the call center is staffed in relation to incoming call volumes. You may find that representatives are spending too much time on non-call-related work and/or that there simply are not enough calls to go around (overstaffing).