The basic formula is pretty simple: it's the number of billable hours divided by the total number of available hours (x 100). So, if an employee billed for 32 hours from a 40-hour week, they would have a utilization rate of 80%.Sep 24, 2021
What is call center utilization?
Call center agent utilization is the ratio of an agent's productivity to their capacity. ... Call center agent utilization may be somewhat difficult to measure because it takes into account other activities and time uses besides the calls themselves and after-call work.
How do you calculate utilization capacity?
Capacity utilization is measured by dividing the total capacity utilized over a specific period by the total production capacity or optimal levels and multiplying by 100.
How is utilization report calculated?
The first method calculates the number of billable hours divided by the number of hours recorded in a particular time period. For example, if 40 hours of time is recorded in a week but only 30 hours of that was billable, the utilization rate would then be 30 / 40 = 75%.
How is utilization calculated in call center?
Simply take the amount of time your agents are reported as being on calls or performing call-related tasks and divide it by the total time they are on the clock. Multiply the resulting number by 100, and you have the agent utilization percentage.Dec 5, 2018
How can I improve my call center utilization?
- Clear Processes for Solving Common Problems. ...
- Continuous Improvement Training. ...
- Skills Based Routing. ...
- Live Call Monitoring and Coaching. ...
- Inter-agent Chat. ...
- Favorable Agent to Supervisor Ratio. ...
- Listen to your Agents.
How can I increase my call center utilization rate?
- Call center metrics. ...
- Call center quality metrics. ...
- Call Center efficiency metrics. ...
- Login and Logout time for call center staff. ...
- Single Sign On for call center telephony. ...
- Active Login Manager for better call center utilization.