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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 and answers: 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.

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