Quick Answer: How Is BPO Utilization Calculated?

What is occupancy in BPO?

Call center occupancy is one of the key metrics that is often confused with an agent’s productivity.

Essentially, It is the percentage of time that an agent actually spend handling incoming calls against the available or idle time, which is determined by dividing workload hours by staff hours..

What is ACHT in BPO?

Some organizations also use the term ACHT which stands for Average Call Handling Time. … In simpler terms AHT is the time from where the call center executive answers the call to the point where he finishes the call and fills the relevant documentation for that customer and is ready to attend the next call.

How is utilization calculated?

The first method calculates the number of billable hours divided by the number of hours recorded in a particular time period. For example, if 40 hours of time is recorded in a week but only 30 hours of that was billable, the utilization rate would then be 30 / 40 = 75%.

How is occupancy calculated in BPO?

Agent occupancy refers to the percentage of time that call agents spend handling incoming calls against the available or idle time, which is determined by dividing workload hours by staff hours. It is a statistic used in calculating the productivity of a call center.

What is SL in BPO?

Service Level is a metric used in customer service to assess its efficiency. It is essentially the rate of service the call center provides to the customer. … Usually, a service level is the percentage of incoming calls that are answered (live) by an agent within a stipulated frame of time.

Why is AHT high?

Reasons For a High AHT Inexperienced customer service representatives. Lack of automation or no interactive voice response (IVR) system. Not taking time to review calls and processes. Ineffective call routing.

How do I manage shrinkage in BPO?

Top Tips for Improving Contact Centre ShrinkageFactor shrinkage into your staffing requirements. … Avoid inflating the base staffing figure by the shrinkage percentage. … Track unexplained absences closely to maximise productivity. … Forecast down to 15- or 30-minute intervals. … Don’t just write down 10% and keep your fingers crossed. … Don’t flat line shrinkage across the year.More items…•

How can I reduce my AHT?

21 Top Tips for Reducing Average Handling Time (AHT)Automate simpler queries to reduce the general workload. … “Acknowledge, Answer, Ask” can make each call more efficient. … Cut down on after-call work (ACW) instead of customer talk time. … Aim to resolve every customer query on the first contact. … Wrap-up codes can drive up unproductive time.More items…•

What is a good AHT?

The resulting 28 minutes is the average handle time — way over the industry standard! According to Call Centre Magazine, the industry standard AHT is 6 minutes and 10 seconds. A similar formula can be used to calculate similar metrics from other channels, like messaging and chat or email.

How do you average times in Excel?

To get the average time we should follow the steps: In the cell E2 insert function =AVERAGE(B3:B6)…Calculate Average Time with AVERAGE FunctionRight-click in the cell where we want to insert AVERAGE time formula.Select Format Cells and in Number tab choose Time format.Click OK and Time format will be set.

What is Utilisation in BPO?

Call center agent utilization is the percentage of time an agent spends on handling contacts and customer interactions or handling contact-related work. It measures how much time agents who are logged into the queue spend handling customers and how much time they are being paid to work in the call center.

What is AHT formula?

Calculating AHT (Total talk time + total hold time + after call work time) / total number of calls. AHT can be assessed per agent, per department, or across the organization.

What is BPO shrinkage?

Call center shrinkage is the number of agents actively taking calls divided by the number of agents who are not available for any reason.

What is KPI in BPO?

Introduction to Key Performance Indicators (KPIs) Key performance indicators is the term for a type of performance metric used to evaluate how a company is progressing towards their business goals. It is one of the efforts businesses use to measure productivity using trackable numbers.