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How to Calculate Occupancy On Back Office

Published On: 12th Apr 2022 19:20 - Modified: 22nd Jul 2026

How to Calculate Occupancy On Back Office

Hello,

Is there a way to measure occupancy in a back office?

My team interacts with customers, and after the call finishes they have to take a log and input some data.

The answer is wrap up time… I know… the thing is that cause of the under staffing, I can’t put the agents in nr state and they have to do their work while on idle.

Is there any other way so I can calculate occupancy?

Thanks in advanced.

Question asked by John

I Think In This Case…

I think in this case you either need some type of codes in system, or literally do a physical time and motion study (sitting beside some of them) to manually get some averages. Without having a state staff can go into, it is difficult to track actuals.

With thanks to John

Author
Jonty Pearce

Jonty Pearce walked into his first call centre in 1989 and has been hooked ever since. He founded Call Centre Helper in 1989.

He is an Engineering Graduate with a background in marketing and publishing. In 2020 he won the AOP Digital Publishing Award for The Best Use of Data.

He writes and speaks on a wide variety of subjects - particularly around forecasting and scheduling. His in depth knowledge of forecasting algorithms has earned him the nickname "Mr Erlang."

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How to Calculate Occupancy On Back Office

How to Calculate Occupancy On Back Office

I Think In This Case…

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