This PDF report includes benchmarking data (in a visual, chart-based format), an comprehensive KPI definition, characteristics of high performers and technical details on measuring Occupancy Rate. Purchase and download this easy-to-understand, presentation-ready report immediately to compare performance levels, set attainable performance targets, and push towards best-in-class performance for this KPI.
What is Occupancy Rate?
The amount of time (typically measured in seconds) that a call center representative spends handling calls as a percentage of the total amount of time that the call center representative is logged in and available to answer calls over the same period of time.
Why should Occupancy Rate be measured?
This KPI measures the productivity of call center representatives and the efficiency of call handling practices. Low values for this metric is indicative of poor representative training, poor call routing practices and inefficient forecasting models (i.e., not enough calls are coming into the call center, thus reducing the amount of time each agent spends on the phone within an overstaffed call center). This can lead to wasted employee time and effort, high overhead costs due to overstaffing, and sub-par customer satisfaction, which can in turn cause customer attrition rates to rise.
Download a Sample Occupancy Rate
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