Fonolo

SEPTEMBER 30, 2021

What is schedule adherence? To put it succinctly, schedule adherence is a metric that calculates whether agents are actually available during their scheduled times. Low adherence can be costly to your bottom line. Agent burnout. How to Improve Call Center Agent Productivity.

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Babelforce

FEBRUARY 23, 2022

Lateness is another classic example. However, this is a little contentious, as the planning team impacts utilization rates much more agents. After all, it is not the agent who designs their schedule. If rates go higher, the recuperation time agents have between calls gets shorter. How to Calculate Utilization.

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Playvox

JULY 31, 2023

Ensuring that employees can be a part of managing their schedule has big benefits. Improvements in schedule adherence , occupancy rates , and efficiency mean the return on investment (ROI) on WFM is potentially enormous when you find an effective workforce management solution.

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Fonolo

AUGUST 15, 2023

Occupancy rate is the percentage of time that agents spend handling customer inquiries vs. waiting for calls (idle time). It’s the most common measure of how much of their time your call center agents spend dealing with customers. Consider an agent who is engaged in call-related work for 45 minutes during a 60 minute period.

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Fonolo

NOVEMBER 3, 2015

‘Occupancy Rate’ is the percentage of time that agents spend handling customer inquiries vs. waiting for calls (idle time). It’s the most common measure of how busy call center agents are dealing with customers. Keeping a close eye on the occupancy rate allows contact center managers to prevent agent burnout.

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