How to Calculate Occupancy Rate in a Call Center | occupancy rate formula
Inouron-goingefforttodemystifycallcentermetrics,‘occupancyrate’shouldn’tbeforgotten.Occupancyrateisbasicallyameasureofhow“busy”callcenteragentsarewhentheyareatwork.Itissometimesreferredtoas“utilizationrate.”Youmightthinkasimplermeasurementlike“callperhour”wouldanswerthissamequestion.Butasisoftenthecasewithcallcenters,thingsgetcomplicatedquickly.Inthispost,wewilllookintohowtheoccupancyrateiscalculated,whatvalueitaddstothevastmixofcallcentermetricsandtheproblemsthatcanariseifitisusedimproperly...
In our on-going effort to demystify call center metrics, ‘occupancy rate’ shouldn’t be forgotten.
Occupancy rate is basically a measure of how “busy” call center agents are when they are at work. It is sometimes referred to as “utilization rate.”
You might think a simpler measurement like “call per hour” would answer this same question. But as is often the case with call centers, things get complicated quickly.
In this post, we will look into how the occupancy rate is calculated, what value it adds to the vast mix of call center metrics and the problems that can arise if it is used improperly.
If you like this type of post, you should check out our other posts on call center metrics such as
What is Occupancy in a Call Center?Occupancy Rate is the percentage of time that agents spend handling customer inquiries vs. waiting for calls (idle time).
It’s the most common measure of how busy call c...