What Is Occupancy? Related Articles How to Calculate Occupancy in the Contact Centre What Is the Difference Between Occupancy and Utilisation? Occupancy in Contact Centres: Definition, Impact and Management Why Should Your Occupancy Rate NOT Exceed 85%? © TPG - Adobe Stock - 149988995 2,999 Filed under - Definitions, Occupancy Occupancy is the percentage of time that advisors take on call-related activity compared to the logged-in time. ‘Call-related activity’ covers talk time, hold and after-call work (ACW). So, if the contact centre has an occupancy of 75%, it means that its advisors are spending three-quarters of their time doing “call-related activities”. Occupancy is often referred to as “utilization”, yet the two terms vary slightly. Utilization considers total time at work (including training sessions, meetings etc.), while occupancy only considers the time when advisors are active on the contact centre floor. The Occupancy Formula To calculate occupancy, the contact centre first needs to total the amount of time each of its advisors spends on “call-related activity” – from the time that they sign in, to the time that they sign out, on a day-to-day basis. This is called the “total handling time”. The contact centre would also need to tally the “total logged-in time” across the day. This is the total amount of time all advisors have spent “signed in” over the course of the day. Once the contact centre or BPO has calculated these figures, it can then simply divide the number calculated for “total handling time” by the figure calculated for “total logged time” and multiply the result by 100, to find a percentage occupancy. The formula for this is highlighted below. Author: Rachael Trickey Published On: 23rd Jun 2022 Read more about - Definitions, Occupancy Recommended Articles How to Calculate Occupancy in the Contact Centre What Is the Difference Between Occupancy and Utilisation? Occupancy in Contact Centres: Definition, Impact and Management Why Should Your Occupancy Rate NOT Exceed 85%? Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter