What is Utilization?

Utilization is a contact center metric that represents the time agents are engaged with customers or waiting for incoming customer interactions as a percentage of the time for which they are compensated, excluding paid time off and any unpaid breaks. It measures how effectively agents' working hours are being used.

How to Calculate Utilization

Why Utilization Matters

Utilization is important because:

• Efficiency: It indicates how effectively agents' time is being used.
• Resource Management: Helps in planning and managing workforce resources.
• Cost Control: Higher utilization can lead to better cost management by maximizing the productivity of compensated time.

Factors Influencing Utilization

Several factors can influence Utilization, including:

• Call Volume: Higher call volumes can lead to higher utilization rates.
• Agent Availability: The availability of agents to handle calls or interactions.
• Scheduling: Effective scheduling can ensure that agents are available when needed, improving utilization.
• System Efficiency: Efficient systems and tools can reduce downtime and improve utilization.

Strategies to Improve Utilization

To improve Utilization, consider the following strategies:

• Effective Scheduling: Use workforce management tools to schedule agents based on call volume patterns.
• Training and Development: Provide training to improve agents' efficiency and reduce handling time.
• Technology and Tools: Implement efficient systems and tools to minimize downtime and streamline processes.
• Monitor and Adjust: Regularly monitor utilization rates and make adjustments to schedules and processes as needed.

Related Terms

• Occupancy: The percentage of time agents are actively handling customer interactions.
• Adherence: The degree to which agents stick to their scheduled work times.
• Shrinkage: The time lost to activities other than handling customer interactions, such as breaks, meetings, and training.

Conclusion

Utilization is a key metric in contact centers that helps measure the efficiency and effectiveness of agent time. By understanding and optimizing utilization, organizations can improve productivity, manage resources better, and control costs.