Agent occupancy

What targets does anyone have in place in inbound customer service centres for agent occupancy w/out ACW?

Hi

When small call centers increase in size, a disproportional amount of effort and expense go to expanding corporate, management, and control structures. The mid-sized call centers can be the most inefficient with labor percentages dropping below 50%.

Another common area of interest is determining an appropriate percentage of expenses spent on labor. Here too, "it all depends," with call center size being the primary variable. Again, starting with the smallest of call centers Therefore, the percent of expenses spent on labor can therefore be in the area of 50 to 70%.

For the largest call centers, experiencing massive economies of scale and great efficiencies, labor percentages rise to the 70, 80, and even 90% mark. This is because of all other costs being spread over more and more agents. From a business standpoint, this is the most efficient and cost-effective call center scenario.