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Tag Archives: occupancy-rate

How Can Your Call Center Improve Service Levels?

By Shreyasi Dutta on October 18, 2018
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Improve Service Levels in Call Center

Meet Jane, the co-founder of a start-up that makes software for independent designers. Last year, her business received a round of seed funding and, as a result, its volume of orders quadrupled. Although this growth was positive, Jane was left struggling to keep up with customer (and internal) communications; processing new orders; investigating logistical issues; optimizing marketing strategies; and testing and updating product features. There was also no time left to visit clients and hear their needs.

Jane’s CEO observed the bandwidth problem and implemented a solution: She formed an internal call center and hired and trained a team of 10 agents to support it. Soon, agents were placed on calls with clients and within a month the agents had streamlined pending projects; followed up on account receivables; and reached out to new clients via cold calls. This surge in productivity helped Jane focus on key accounts and core business functions.

This story demonstrates that call centers help companies improve overall service levels. To achieve and maintain a good holistic service level, however, it is imperative for call centers to improve and maintain their internal service levels, too.

Continue reading →

Call Center Metrics: 4 Pitfalls You Need to Avoid [Whitepaper]

By Daniela Puzzo on March 31, 2016
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Call Center Metrics 4 Pitfalls You Need to AvoidMeasuring and improving call center metrics can be a pain point for executives. Your call center operates in a stressful environment where good quality metrics lead to a higher standard of customer service.

There are 4 call center metrics that are critical to track and get right. These numbers drive your budget, the jobs of your agents and, of course, your company’s bottom line. Here are common mistakes made when measuring or interpreting these 4 popular contact center metrics: Occupancy Rate, Average Handle Time, Service Levels, and Abandonment Rate. Continue reading →

4 Pitfalls When Measuring Occupancy Rate

By Shai Berger on March 15, 2016
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4 Pitfalls When Measuring Occupancy RateThis week we present a new installment in our “Pitfalls” series which looks at common mistakes made when measuring or interpreting contact center metrics. Occupancy rate basically measures how “busy” call center agents are when they are at work.

Occupancy is often used as a predictor of “agent burn-out”. Agents need time to take a breath and collect their thoughts between calls. Otherwise, performance suffers, followed by higher absenteeism and, eventually, agent attrition. There is a general consensus that occupancy above 85% is not sustainable. But how do we arrive at that number? It’s driven by the number of calls per agent per day, but, as usual, there are nuances to the calculation that have important ramifications. Let’s look into how to calculate — and use — occupancy rate properly. Continue reading →

Demystifying The Occupancy Rate in Your Call Center

By Shai Berger on November 3, 2015
4

Measuring Occupancy RateIn our on-going effort to demystify call center metrics, let’s take a look at “occupancy rate”. This is basically a measure of how “busy” call center agents are when they are at work. It is sometimes referred to as “utilization”. 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 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 Are the Top Metrics in Your Call Center?, Finding the Right Service Level for Your Call Center, and Why Your Call Center Needs to Watch Abandon Rates. Continue reading →

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