Improve your call center with operating rate and occupancy rate! The appropriate values and four tips
Posted: Wed Dec 04, 2024 5:04 am
In call center operations, utilization rate and occupancy rate are important indicators.
However, few people seem to correctly understand and utilize these concepts.
Therefore, in this article, we will introduce the definitions and calculation methods of utilization rate and occupancy rate, as well as problems and solutions in operation.
Operating rate and appropriate value
A call center's utilization rate is an indicator that belgium telegram phone number list shows the percentage of a communicator's paid working hours that are spent responding to customers (on calls, post-processing, and waiting).
Generally, the ideal utilization rate for a call center is considered to be 80-85%, or 86%
. *These figures are merely guidelines, and each call center needs to find the optimum figure.
Call center utilization rate: How to use non-operating time!
What are utilization rate and non-operating time? Utilization rate of call centers Utilization rate of call centers is the number of working hours during which a communicator's salary is generated...
Occupancy rate and appropriate value
A call center's occupancy rate is an indicator that shows the percentage of time that communicators are working other than waiting (on calls or after-call processing) to the total time that they are working to serve customers.
Generally, the appropriate occupancy rate for a call center is considered to be around 80%.
*This is also a guideline, and it is necessary to find the optimal number for each call center.
What happens if operating rates and occupancy rates are not at appropriate levels?
Here we have summarized the situations when the operating rate and occupancy rate at a call center are higher and lower than the appropriate values.
High operating rate A lot of time is spent answering calls.
There is a lack of follow-up training and meetings other than for phone calls.
Low operating rate There is little time for call answering staff.
Operational efficiency is low compared to the time spent on training and follow-up.
High occupancy rate Response rates are low. Communicators are busy and fatigued.
Calls don't connect, and customer satisfaction declines.
Low occupancy rate The response rate is high, but the call-receiving system is overstaffed.
If the operating rate and occupancy rate deviate from the appropriate values, there are four possible scenarios. In the next section, we will analyze the situation in each scenario and introduce tips for improvement.
Both occupancy and occupancy rates are high
High operating rate, low occupancy rate
Low operating rate, high occupancy rate
Both occupancy and occupancy rates are low
Tips for improving each pattern
(High utilization rate & high occupancy rate) Call center with insufficient staff
This is a simple manpower shortage, and the best solution is probably to hire new staff.
Many companies today are facing the challenge of "difficulty in recruiting personnel," and one way to try to solve this problem long-term is to use temporary staffing or outsourcing. Another
effective way is to "introduce tools and systems that can be expected to improve efficiency."
Staffing agency It is easy to get advice, but there is no guarantee that you will be hired.
Outsourcing The contractor is responsible for adopting and operating the system. However, a commission fee is required.
Tools and Systems First, manuals and other materials must be prepared.
In many cases, there is a lack of manpower and there is no room to implement the plan.
Characteristics of each measure
(High utilization rate & low occupancy rate) Time-wasting call centers
Although the utilization rate is high (many call-receiving personnel), the occupancy rate is low (long waiting times), which means that working time is being wasted.
It is a good idea to use the times when there are a lot of people waiting for training or meetings, and make effective use of your working hours.
(Low utilization rate & high occupancy rate) A call center that needs to improve staffing
Since the low utilization rate (few call-receiving staff) is the cause of the high occupancy rate (low response rate), one has to say that the management is unbalanced.
Training is important, but try to spend a little more time answering calls and strike a balance between response rate and training.
(Low utilization rate & low occupancy rate) Call centers with excess staff
This is simply a surplus of staff.
Customer satisfaction may be high because of the high response rate and sufficient training, but there is a high possibility that personnel costs are being wasted. It
will be necessary to take measures such as increasing the number of tasks that the call center can handle and transferring personnel to other departments.
summary
This time, we introduced the appropriate operating rate and occupancy rate for call centers, as well as tips for improvements that should be implemented according to the situation.
Utilization rates help optimize call center staffing and scheduling.
Occupancy rates are useful for evaluating a call center's response rate and communicator workload.
Proper management of call center utilization and occupancy rates can improve call center operational efficiency and customer satisfaction.
However, few people seem to correctly understand and utilize these concepts.
Therefore, in this article, we will introduce the definitions and calculation methods of utilization rate and occupancy rate, as well as problems and solutions in operation.
Operating rate and appropriate value
A call center's utilization rate is an indicator that belgium telegram phone number list shows the percentage of a communicator's paid working hours that are spent responding to customers (on calls, post-processing, and waiting).
Generally, the ideal utilization rate for a call center is considered to be 80-85%, or 86%
. *These figures are merely guidelines, and each call center needs to find the optimum figure.
Call center utilization rate: How to use non-operating time!
What are utilization rate and non-operating time? Utilization rate of call centers Utilization rate of call centers is the number of working hours during which a communicator's salary is generated...
Occupancy rate and appropriate value
A call center's occupancy rate is an indicator that shows the percentage of time that communicators are working other than waiting (on calls or after-call processing) to the total time that they are working to serve customers.
Generally, the appropriate occupancy rate for a call center is considered to be around 80%.
*This is also a guideline, and it is necessary to find the optimal number for each call center.
What happens if operating rates and occupancy rates are not at appropriate levels?
Here we have summarized the situations when the operating rate and occupancy rate at a call center are higher and lower than the appropriate values.
High operating rate A lot of time is spent answering calls.
There is a lack of follow-up training and meetings other than for phone calls.
Low operating rate There is little time for call answering staff.
Operational efficiency is low compared to the time spent on training and follow-up.
High occupancy rate Response rates are low. Communicators are busy and fatigued.
Calls don't connect, and customer satisfaction declines.
Low occupancy rate The response rate is high, but the call-receiving system is overstaffed.
If the operating rate and occupancy rate deviate from the appropriate values, there are four possible scenarios. In the next section, we will analyze the situation in each scenario and introduce tips for improvement.
Both occupancy and occupancy rates are high
High operating rate, low occupancy rate
Low operating rate, high occupancy rate
Both occupancy and occupancy rates are low
Tips for improving each pattern
(High utilization rate & high occupancy rate) Call center with insufficient staff
This is a simple manpower shortage, and the best solution is probably to hire new staff.
Many companies today are facing the challenge of "difficulty in recruiting personnel," and one way to try to solve this problem long-term is to use temporary staffing or outsourcing. Another
effective way is to "introduce tools and systems that can be expected to improve efficiency."
Staffing agency It is easy to get advice, but there is no guarantee that you will be hired.
Outsourcing The contractor is responsible for adopting and operating the system. However, a commission fee is required.
Tools and Systems First, manuals and other materials must be prepared.
In many cases, there is a lack of manpower and there is no room to implement the plan.
Characteristics of each measure
(High utilization rate & low occupancy rate) Time-wasting call centers
Although the utilization rate is high (many call-receiving personnel), the occupancy rate is low (long waiting times), which means that working time is being wasted.
It is a good idea to use the times when there are a lot of people waiting for training or meetings, and make effective use of your working hours.
(Low utilization rate & high occupancy rate) A call center that needs to improve staffing
Since the low utilization rate (few call-receiving staff) is the cause of the high occupancy rate (low response rate), one has to say that the management is unbalanced.
Training is important, but try to spend a little more time answering calls and strike a balance between response rate and training.
(Low utilization rate & low occupancy rate) Call centers with excess staff
This is simply a surplus of staff.
Customer satisfaction may be high because of the high response rate and sufficient training, but there is a high possibility that personnel costs are being wasted. It
will be necessary to take measures such as increasing the number of tasks that the call center can handle and transferring personnel to other departments.
summary
This time, we introduced the appropriate operating rate and occupancy rate for call centers, as well as tips for improvements that should be implemented according to the situation.
Utilization rates help optimize call center staffing and scheduling.
Occupancy rates are useful for evaluating a call center's response rate and communicator workload.
Proper management of call center utilization and occupancy rates can improve call center operational efficiency and customer satisfaction.