submit query
Loader

Please fill with your details

  • # #
Glossary

What is Agent occupancy?

Agent occupancy is very important metric of call centers in India. It is a service desk metric that measures the percentage of logged-in time during which an agent delivers customer service. It is the amount of time that a specialist actively spends in handling customer calls or doing after-call work against idle or free time. It is determined by dividing total workload hours by total staff hours and is expressed in terms of a percentage. An agent occupancy is the end result of how staffing is matched to incoming call patterns to a call center. Take for instance, if a group of agents handle customer calls for an average 15 minutes during a 30 minute period, occupancy rate for that particular period would be 50%.

Factors that drive agent occupancy rate includes, total number of staff, contact volume (inbound and outbound, including calls, email, etc.), and average handle time of contacts. In short, occupancy is the product of the defined service level objective mentioned above. If the service level remains the same, but the contact load and number of staff changes, the rate occupancy will change automatically.

Contact Us

Enter the details & we will contact you shortly!

Resource Library

An insight into Call Center Outsourcing

Global enterprises strive to attain service excellence so that they can stay ahead in a competitive environment.

Download Now >

BSNL Augmented Business Performances with Go4customer

TBharat Sanchar Nigam Limited (BSNL) started its operation and installed Quality Telecom in the nation.

Click here to Read >

Getit infomedia optimized business performance with Go4customer.com

GetIt Infomedia is a leading digital supermarket in India

Click here to Read >

Blogs

Call Center Outsourcing in India: Why It’s a Global Leader in Customer Support?

<p>Are you prepared to improve your company's key competencies? Are you trying to find reliable reasons for call center outsourcing in India? We've given you good....

Read more>>

What is Recruitment Process Outsourcing? A Comprehensive Guide to RPO Services

<p>Finding great talent may sometimes feel like finding a needle in a haystack. Businesses are searching for creative ways to improve their hiring procedures, given the constantly changi....

Read more>>

Our Esteemed Clientele

  • MSME logo
  • Manrega logo
  • GIL Company logo
  • BSNL Company logo
  • NMEICT Company logo
  • hudco Company hudco
  • Relaxo Comapany logo
  • NSEZ Company logo
  • Gail logo
  • MTNL logo
  • timex logo
  • BPCL Company logo
  • HPCL Company logo
  • IOCL Company logo
  • one97 logo
  • AIIMS Company logo
  • Power-Grid logo

Next-Gen BPO Services: Transforming Call Center Operations in India

Discover top-tier BPO services at Go4customer, where we reshape call center outsourcing to fuel your business expansion. Our call center in India mixes high-tech AI with the insights from data to make sure all of our training is top-notch and to offer broad 360° customer support and call center services. Join us and build customer relationships grounded in trust and top-class service experiences.