Tag Archives: SVL

Call Center Management – Agent Occupancy

Posted on July 20, 2010 by admin

What is Occupancy? Why is it important? How to calculate it. What is “ideal” Occupancy. Factors that drive Occupancy.

Posted in call centre videos | Tagged after call work, agent stress, Agents, AHT, busy time, Call Center, call centre, call centre planning, call length, call load, call volume, call work, call wrap, calls answered, calls offered, cost per call, customer service, ewfm, hold time, idle time, interval staffing, occupancy, operating costs, scheduling, Service level, SL, staffing, staffing a call center, staffing plan, SVL, talk time, utilization, work force management, work time | Leave a comment