What Is Occupancy In BPO?

What is utilization in BPO?

Utilisation.

Utilization = What percentage of the time that I pay my agent, are they logged in and assisting or available to assist with a customer activity.

Occupancy typically will be calculated as: (Talk+Hold+Wrap+Customer-related activities), divided by (Talk+Hold+Wrap+Customer-related activities+Available Time)..

How is occupancy calculated in BPO?

Utilization rate, also known as call center occupancy, is measured as: Handle time (talk time + after call work time) / time signed into a queue. This metric is expressed as a percentage and tells you the amount of time that work is being performed in support of the call center’s queue.

What is BPO shrinkage?

Shrinkage can be defined as the time for which people are paid during which they are not available to handle calls. There are many reasons that can cause shrinkage – and it has to be taken into account when scheduling the required number of agents to meet call volumes.

What is the formula of utilization?

The second way to calculate the utilization rate is to take the number of billable hours and divide by a fixed number of hours per week. For example, if 32 hours of billable time are recorded in a fixed 40-hour week, the utilization rate would then be 32 / 40 = 80%.

What is BPO efficiency?

Call center efficiency is the technical implementation of a simple necessity – supporting your customers. … In other words, it’s a complex equation that blends customer needs and satisfaction with internal processes designed to eliminate inefficiencies and improve performance.

What is average occupancy?

The percentage of time a property was occupied in the last year. To calculate, divide the number of months it was occupied by 12.

How do you increase occupancy rate?

We’ve put together a list of 9 simple and easy-to-implement steps that can help you increase hotel room occupancy.Target the right market. … Customize packages and promotions. … Count on events or cultural festivals. … Discounts, loyalty programs and other perks. … Create a buzz around your locality, not just your property.More items…•

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.

What is the difference between utilization and occupancy?

Henriette Potgieter, a call centre best practice management consultant at QBIC Solutions, tells us: “Occupancy differs from utilisation in that occupancy considers only live logged-in time, but utilisation considers total time at work (including logged-out time such as training).”

Why is occupancy important in call center?

Occupancy is an incredibly important contact centre metric. Dead time, when agents aren’t making, previewing, or wrapping calls, can get incredibly expensive. Minimising it can be one of the most effective methods of reducing costs in an inbound call centre.

What is a good occupancy rate?

While a 100 percent occupancy rate is desirable, hotel owners may have to lower rates in order to achieve it. Therefore, there could be instances where hotels can actually make more money from an 80 percent occupancy rate than from a 100 percent occupancy rate, if the 80 percent are paying higher prices.

How is bed occupancy calculated?

The occupancy rate is calculated as the number of beds effectively occupied (bed-days) for curative care (HC. 1 in SHA classification) divided by the number of beds available for curative care multiplied by 365 days, with the ratio multiplied by 100.