- Occupancy
- A call center metric measuring the percentage of time agents spend handling contacts versus available time.
Occupancy is a call center metric measuring the percentage of time agents spend handling contacts versus available time. It's calculated by dividing handle time (talk time + hold time + after-call work) by total logged-in time.
Calculation: Occupancy = (Total Handle Time / Total Logged-In Time) × 100
Occupancy measures how efficiently agents' time is utilized. Higher occupancy means agents spend more time handling contacts and less time idle.
Why Occupancy Matters
Operational Efficiency: Occupancy reflects how efficiently agent time is utilized. Higher occupancy generally indicates better efficiency.
Cost Management: Higher occupancy means better utilization of labor resources, improving cost efficiency.
Capacity Planning: Occupancy data helps understand capacity and identify opportunities to handle more volume.
Agent Productivity: Occupancy is a key indicator of agent productivity and utilization.
Balancing Occupancy
Optimal Occupancy Range: - Too Low (<70%): Indicates underutilization, potential overstaffing, or excessive idle time - Optimal (85-92%): Good balance between utilization and agent well-being - Too High (>95%): Indicates overutilization, potential burnout, and reduced quality
Quality Considerations: Very high occupancy can negatively impact: - Agent stress and burnout - Interaction quality - Customer satisfaction - First contact resolution rates - Agent retention
Factors Affecting Occupancy
Call Volume: Higher call volume relative to staffing increases occupancy.
Average Handle Time: Longer handle times increase occupancy, while shorter handle times decrease it.
Staffing Levels: More agents relative to call volume decreases occupancy.
Schedule Adherence: Agents adhering to schedules maintain planned occupancy levels.
After-Call Work: Time spent on ACW affects occupancy. More ACW time increases occupancy.
Improving Occupancy
Optimize Staffing: Right-size staffing levels to match call volume and achieve optimal occupancy.
Reduce Handle Time: Optimize processes and provide tools to reduce average handle time.
Improve Adherence: Ensure agents adhere to schedules and are available when needed.
Optimize ACW: Streamline after-call work processes to reduce ACW time while maintaining quality.
Efficient Routing: Use intelligent routing to distribute calls effectively and maintain occupancy.
Best Practices
Set Targets: Establish occupancy targets based on industry standards and business requirements (typically 85-92%).
Monitor Continuously: Track occupancy in real-time to identify issues and make adjustments promptly.
Balance with Quality: Ensure occupancy optimization doesn't compromise interaction quality or agent well-being.
Consider Agent Well-Being: Avoid pushing occupancy too high, which can lead to burnout and reduced quality.
Regular Review: Continuously review occupancy trends and identify opportunities for optimization.
By optimizing occupancy while maintaining quality and agent well-being, organizations can improve operational efficiency and cost management.