Calculating Occupancy in the BPO Sector š
If you work in the BPO sector, you know how important it is to calculate occupancy. Occupancy is a measure of how much time an agent spends handling customer queries. In this video, we will learn how to calculate occupancy and what it means for your business.
Table of Contents
- What is Occupancy?
- How is Occupancy Calculated?
- Handle Time
- Available Time
- Productivity
- Occupancy Formula
- Understanding the Results
- Related Videos
- Pros and Cons
- Conclusion
What is Occupancy?
Occupancy is a measure of how much time an agent spends handling customer queries. It is calculated by dividing the productive time by the available time. Productive time is the time an agent spends handling customer queries, while available time is the time an agent is logged in and available to handle queries.
How is Occupancy Calculated?
To calculate occupancy, we need to understand handle time and available time.
Handle Time
Handle time is the time an agent spends handling a customer query. There are three types of handle time: talk time, after-call work (ACW) time, and hold time. Talk time is the time an agent spends talking to a customer, ACW time is the time an agent spends completing tasks after a call, and hold time is the time a customer is on hold.
Available Time
Available time is the time an agent is logged in and available to handle queries. It is calculated by subtracting break time from login time. For example, if an agent is logged in for 9 hours and takes a 1-hour break, their available time is 8 hours.
Productivity
Productivity is the amount of time an agent spends handling customer queries. It is calculated by adding talk time, ACW time, and hold time.
Occupancy Formula
To calculate occupancy, we divide productivity by available time. The formula is:
Occupancy = Productive Time / Available Time
Understanding the Results
Once you have calculated occupancy, you can use it to measure the performance of your agents. A high occupancy rate means your agents are handling a lot of queries, while a low occupancy rate means they are not handling enough queries.
Related Videos
If you want to learn more about BPO metrics, check out our other videos on shrinkage formula, attraction formula, and Excel formula. You can find the links in the description below.
Pros and Cons
Pros:
- Helps measure agent performance
- Can be used to identify areas for improvement
- Provides a clear picture of how much time agents spend handling queries
Cons:
- Can be time-consuming to calculate
- Does not take into account the quality of customer service
Conclusion
Calculating occupancy is an important part of managing a BPO business. By understanding handle time, available time, and productivity, you can measure the performance of your agents and identify areas for improvement. Remember to use the occupancy formula to calculate your results and check out our related videos for more information.
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FAQ
Q: What is handle time?
A: Handle time is the time an agent spends handling a customer query. There are three types of handle time: talk time, after-call work (ACW) time, and hold time.
Q: What is available time?
A: Available time is the time an agent is logged in and available to handle queries. It is calculated by subtracting break time from login time.
Q: What is productivity?
A: Productivity is the amount of time an agent spends handling customer queries. It is calculated by adding talk time, ACW time, and hold time.
Q: What is the occupancy formula?
A: The occupancy formula is: Occupancy = Productive Time / Available Time.
Q: What are the pros and cons of calculating occupancy?
A: Pros include measuring agent performance and identifying areas for improvement. Cons include the time-consuming nature of the calculation and the fact that it does not take into account the quality of customer service.
