Call Center Agent Utilization

Definition:

Agent utilization in a call center refers to the ratio of an agent’s productive time versus their total available capacity.

Key Elements:

Productivity Measurement: Measures how much time a call center agent spends on calls or performing other work-related tasks
throughout the day.

Workload Analysis: Indicates whether agents are underutilized or overburdened.

Operational Efficiency: Sheds light on the overall efficiency of the call center’s operations.

Why Call Center Agent Utilization Matters:

Understanding agent utilization is crucial for evaluating the effectiveness of an outsourced call center and its potential impact on business growth.

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