Occupancy Rate

30 06, 2016

Understanding Agent Occupancy

2016-06-30T14:33:25+00:00Call Center|

When your agents are logged in available to take calls, it’s good to know how much time they’re spending doing in-call related work. The metric is referred to as “occupancy rate”. In our previous blog, we defined occupancy rate as the amount of time agents are on live calls as well as completing work associated with that call. For example, if an agent is on a call for 30 minutes with a customer, spends 5 minutes on hold and 10 minutes in wrap up, that agent spent 45 minutes doing work with a single call. Say in a typical 8 [...]

23 06, 2016

Drive More Reservations Using Industry Benchmarks and Metrics

2016-06-23T06:30:05+00:00Call Center|

Industry benchmarks are good indicators to use when looking at past, current and future performance of your Call Center. In order for your business to continue to grow it is good to constantly be looking at how to; increase your call to sale conversion rates, decrease your current abandonment rates, organize and keep building out your contact database to increase direct bookings and revenue. Are you using key industry benchmarks and metrics to turn your reservations team into a sales team? To help you, we have put together a set of key benchmarks, definitions and global metrics for your business to use as [...]