Hi
Does anyone know how to work out the Utilisation Rate?
Utilisation Rate
Call Centre Helper Forum » Call Centre Management
(4 posts)
Hi Allison.
I'm assuming you're looking at agent utilisation / productivity
or Shrinkage?
Basically logged in hours minus... what ever your selection of the below.
breaks
training
coaching
1:1's
certain after call figures.
Believe me others will jump in with more!
I've seen Maternity, Paternity leave included, Late
arrivals and sickness.
So, really a personal definition
Regards
DaveA
Posted 10 months ago
Hi Allison,
In the final analysis the only measure that matters as far as utilization is concerned is this one: Time on the phone / time paid. Whatever the reason for the difference between these two components is shrinkage, which can add up in a hurry!
Posted 10 months ago
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