In 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