Quick Answer: What Is Utilization In BPO?

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)..

What credit utilization is best?

30%How close are you to your credit limits? The less of your available credit you use, the better it is for your credit score (assuming you are also paying on time). Most experts recommend using no more than 30% of available credit on any card.

What is difference between occupancy and utilization?

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).”

How can I improve my call center utilization?

How to improve Call Center Utilization?Call center metrics. In order to keep track of how well (or poor) a call center operates, multiple metrics can be used. … Call center quality metrics. … Call Center efficiency metrics. … Login and Logout time for call center staff. … Single Sign On for call center telephony. … Active Login Manager for better call center utilization.

What is containment rate?

IVR call containment is a metric used to calculate the effectiveness of IVR systems. A high percentage of contact center calls should be “contained,” by being funneled through the IVR system for a resolution without the need for a contact center agent.

What is agent utilization?

Agent utilization is simply the ratio of work produced divided by work capacity. So, for example, if an agent is on customer calls for five hours out of an eight-hour shift, the utilization for that agent that day would be 62.5% (5 hours of work produced ÷ 8 hours of work capacity).

How do you calculate 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.

How can I reduce my credit utilization?

How to improve credit utilization ratioPay down debt. Reduce your credit card balances by paying more than the minimum each month. … Refinance credit card debt with a personal loan. … Ask for a higher credit limit. … Apply for another card. … Leave cards open after paying them off.

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.

Is 0 credit utilization bad?

While a 0% utilization is certainly better than having a high CUR, it’s not as good as something in the single digits. Depending on the scoring model used, some experts recommend aiming to keep your credit utilization rate at 10% (or below) as a healthy goal to get the best credit score.

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.

What is BPO shrinkage?

Shrinkage is a term that is broadly defined as the percentage of time that scheduled agents are not available to handle customer interactions. … This is the percent of time that agents are not where they are scheduled to be or not doing the activity they were scheduled to do.

What does utilization mean?

Utilization(noun) the act of utilizing, or the state of being utilized.

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 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.