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Unformatted text preview: e unit cost performance
in a call center?
metrics, and they vary somewhat depending on the
function of the call center. Universally, managers try to
be cognizant of the more obvious “loaded” operational
cost metrics, namely cost per call, cost per minute, cost
per agent, and cost to bring on a new agent. A slightly
more integrated unit cost that is more indicative of
overall management performance is cost per full time
equivalent (FTE). As you focus more on the function of
a call center, you get into such unit cost performance
metrics as the cost per “issue” solved for technical
support call centers, or the cost “dollar collected” for
collection call centers. An insurance claim call center
might track the cost per resolved claim. Benchmarking
unit costs is an important managerial responsibility.
I have been searching the whole wide world of internet
to find answers to my questions on Occupancy; I am
working with a BPO in a research department and
currently doing a small research on occupancy, but
haven’t been able to find any suitable answer to my
quest. I have following doubts pertaining to the same.
1: As we know that the Avg. Occupancy of a call
center/agent has to be 80 to 85%, however want to
know what is the norm across the industry, which
means whether a technical call center should aim for
lower occupancy rate as the agents get worn out by
trouble shooting difficult technical issues or is it that
the financial center has higher rate of occupancy,
what is the practice and benchmark for the same
across the industry handling different type of clients
for voice and non-voice based centers.
2: What is the most used formulae to calculate
occupancy? You have a lot of questions!! Here are some thoughts
1. First let's define a couple of items that could be
causing your confusion:
Occupancy is expressed as a percent of the total
number of minutes that an agent is in their seat, and
connected to the ACD and ready to handle calls as
compare to their total time at work. For example: in an
8 hour shift, we take 480 minutes (8 hours) minus 30
minutes (for two fifteen-minute breaks) equals 450
minutes. Subtract any other time for which the agents
is paid, while not ready to handle calls, then divide by
the original amount (480 minutes).
Utilization is defined as the percentage of time that an
Agent is in their seat ready to handle calls as
compared to the actual time they are in telephone
mode. Utilization equals the product of average call
handle time (talk time + hold time + after call work time)
and the average number of inbound calls per Agent per
8-hour shift (ACPS), divided by total time the Agent is
connected to the ACD and ready to handle calls during
a shift, i.e., occupancy (not in percent). 3: There are multiple factors affecting occupancy one
of them being team based scheduling, in this type of
scheduling model, the whole team which comes in at
the low call volume intervals, has very low occupancy,
2. So you can see...
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This note was uploaded on 02/22/2012 for the course CSR 309 taught by Professor Staff during the Fall '08 term at Purdue.
- Fall '08