Quick Answer: How Is Occupancy Calculated In BPO?

How do you calculate occupancy?

Occupancy rate is the percentage of occupied rooms in your property at a given time.

It is one of the most high-level indicators of success and is calculated by dividing the total number of rooms occupied, by the total number of rooms available, times 100, creating a percentage such as 75% occupancy..

How is occupancy calculated for a call center?

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 the maximum occupancy per square foot?

The IBC recommends for spaces with unconcentrated use of chairs and tables, such as a restaurant, that 15 square feet on that floor of the building be dedicated to each occupant. That means a 500 square foot restaurant might have a maximum occupancy of 33 people.

What is AHT formula?

To calculate average handle time, add total talk time with total hold time, then add ACW. Lastly, divide that by the total number of calls to get the AHT. Calculating AHT. (Total talk time + total hold time + after call work time) / total number of calls.

How do you calculate occupancy in Excel?

To express this in excel we can divide the total number of available rooms in B1 , against each of the days in the spreadsheet. For example, to calculate the first day’s occupancy rate we can do =B4/$B$1 : N.B. We type $B$4 instead of just B4 because we want to keep the second cell reference in the function static.

How is BPO utilization calculated?

Simply take the amount of time your agents are reported as being on calls or performing call-related tasks and divide it by the total time they are on the clock. Multiply the resulting number by 100, and you have the agent utilization percentage.

What is occupancy in BPO?

Occupancy is the percentage 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).

How many calls a day call center?

50 callsAs mentioned earlier, call center agents can take up to 50 calls a day, and not every one is resolved during the first call. Some calls will require a follow-up that may last days or weeks after the first interaction.

What is the formula of shrinkage in BPO?

How to calculate Shrinkage rate in Call center (BPO) Formula for Planned Leave = (Planned Leave/ Total Number of Agent)*100 Formula for Unplanned Leave = (Unplanned Leave/ Total Number of Agent)*100 Then add both the shrinkage percentage.

How do you calculate chat AHT?

To calculate AHT, add your total talk time + total hold time + total after-call tasks, and then divide by the number of total calls. That is your average handle time.