{"id":2085,"date":"2022-03-01T00:00:34","date_gmt":"2022-03-01T00:00:34","guid":{"rendered":"https:\/\/contentguru.builtbytoast.uk\/?post_type=resource&#038;p=2085"},"modified":"2025-02-18T13:45:58","modified_gmt":"2025-02-18T13:45:58","slug":"call-center-occupancy-is-bigger-always-better","status":"publish","type":"resource","link":"https:\/\/www.contentguru.com\/ja-jp\/resources\/blogs\/call-center-occupancy-is-bigger-always-better\/","title":{"rendered":"Call Center Occupancy Is Bigger Always Better"},"content":{"rendered":"\n\n    <section class=\"block-resource-hero toast-block no-margin no-padding\"> \n\n        \n\n\n    <div class=\"resource-hero\">\n        <div class=\"container\">\n                                                <div class=\"resource-type\">Blogs<\/div>\n                                <h1>Call Center Occupancy Is Bigger Always Better<\/h1>\n                <div class=\"publish-date\">Published: 3\u6708 1st 2022<\/div>\n                    <\/div>\n    <\/div>\n\n    \n    <\/section>\n\n\n\n\n\n    <section class=\"block-columns toast-block no-margin padding-both has-bg\" style=\"background-color:#004d95;color:#f8f9eb;\"> \n\n        \n\n\n<div class=\"columns-area\">\n    <div class=\"container\">\n                                <div class=\"main-column-grid grid\" style=\"grid-template-columns:repeat(1, 1fr)\">\n                                    <div class=\"col \">\n                        <p><b>1 in 3 customers will stop doing business with a brand they love after one bad experience<\/b>.<sup><span class=\"superscript\">[1]<\/span><\/sup>\u00a0When customers contact organizations, they expect instant access, short wait times and the option to always be able to speak to a live agent. To meet these expectations call centers do one of two things: employ more agents or increase call center occupancy rates.<\/p>\n<p>Occupancy is defined as the amount of time advisors are busy engaging with customers: on calls, waiting for calls, engaged in wrap time or on hold. According to\u00a0<i>Call Center Helper,\u00a0<\/i>the ideal occupancy is 85-90%. This is because more customer engagement leads to more customer satisfaction simply by reducing wait times, delivering rapid solutions and having the bandwidth to upsell and review services.<\/p>\n<p>But are there times when an 85% occupancy rate is not the \u2018sweet spot\u2019?\u00a0<b>Here\u2019s why a lower occupancy of 75% is something that could be worth considering.<\/b><\/p>\n                    <\/div>\n                            <\/div>\n            <\/div>\n<\/div>\n\n    \n    <\/section>\n\n\n\n\n\n    <section class=\"block-columns toast-block no-margin padding-both\"> \n\n        \n\n\n<div class=\"columns-area\">\n    <div class=\"container\">\n                                <div class=\"main-column-grid grid\" style=\"grid-template-columns:repeat(1, 1fr)\">\n                                    <div class=\"col \">\n                        <h3><b>Higher call center occupancy, lower customer satisfaction<\/b><\/h3>\n<p>When contact centers are flooded with a high volume of calls, agents have less time to focus on the most important queries. Opportunities to upsell or nurture are missed in the rush.<\/p>\n<p><b>If agents are simply being reactive, there\u2019s no time to follow up with vulnerable customers, offer personalized experiences to high-value contacts or proactively reach out to those in need.<\/b><\/p>\n<p>More time spent dealing with important queries builds customer loyalty, creates ripple-effects of goodwill and encourages people to spread the word of excellent service to family and friends. For emergency services, BPOs and utility providers, it\u2019s even more vital \u2013 reaching out to customers could have life-changing consequences.<\/p>\n<div>\n<p>&nbsp;<\/p>\n<h3><b>Intelligent and automated time-saving<\/b><\/h3>\n<p>Automation and AI handles the simple, repetitive tasks, freeing up agents to deal with high-priority conversations.\u00a0<b>Automating low-complexity tasks decreases the occupancy rate as quick queries are filtered from the queue.<\/b>\u00a0The result is increased efficiency, significant cost savings and the time to get the most out of every call.<\/p>\n<p>Intelligent automation can join seamlessly with the agent\u2019s interface, allowing agents and supervisors to update their availability in real time. Instead of wasting time manually searching for available agents, schedules are automatically managed for optimal efficiency. Instant reporting improves the agent experience by allowing teamwork and friendly competition, so the occupancy rate can be lower than 85%, whilst customer experience remains consistently high.<\/p>\n<p>Agents working from home are great assets, especially with\u00a0WFO (Workforce Optimization). Their flexibility means that even when demand increases, occupancy does not have to.\u00a0<b>This avoids advisor burnout \u2013 research has shown that occupancy rates over 85% could be responsible for half of agent turnover<\/b>.<sup><span class=\"superscript\">[2]<\/span><\/sup><\/p>\n<p><b>Find out more about intelligent automation<\/b><\/p>\n<div>\n<p>&nbsp;<\/p>\n<h3><b>Lower call center occupancy, less idleness<\/b><\/h3>\n<p>If agents are spending less time engaging with customers, there is more time for other things.\u00a0<b>Upskilling is a great use of the extra time contact centers gain from shifting occupancy rates from 85% to 75%.<\/b>\u00a0Training and online courses increase employee satisfaction and help the customer by delivering a top experiences, as well as fighting costly agent attrition. Training can identify different skills, meaning that contacts can be routed to the most appropriate available agents.<\/p>\n<p><b>A lower occupancy rate also provides more time for Corporate Social Responsibility and volunteering<\/b>, so agents have the chance to support the local and international causes they care about. A little more time in the day is also great for agent satisfaction \u2013 fifteen-minute morning yoga breaks, free fruit or regular team meetings, for example, are all proven ways to boost agent motivation, concentration and positivity, boosting the efficiency of the contact center in the process.<\/p>\n<p><b>Learn more about workforce engagement<\/b><\/p>\n<\/div>\n<\/div>\n                    <\/div>\n                            <\/div>\n            <\/div>\n<\/div>\n\n    \n    <\/section>\n\n\n\n\n\n    <section class=\"block-columns toast-block no-margin padding-both has-bg\" style=\"background-color:#ddf3fc;\"> \n\n        \n\n\n<div class=\"columns-area\">\n    <div class=\"container\">\n                                <div class=\"main-column-grid grid\" style=\"grid-template-columns:repeat(1, 1fr)\">\n                                    <div class=\"col \">\n                        <section id=\"\" class=\"py-10 bg-Core\/Medium text-Core\/Body sm:py-12 md:py-16 lg:py-20 scroll-mt-24\">\n<div class=\"container mx-auto grid md:grid-cols-12\">\n<div class=\"col-span-8 col-start-3 mb-4 md:mb-0\">\n<article class=\"rich-text space-y-4 prose max-w-none prose-headings:font-semibold prose-headings:leading-tight prose-h1:font-extrabold prose-h1:text-4xl prose-h1:md:text-6xl prose-h2:text-3xl prose-h2:md:text-5xl prose-h3:text-2xl prose-h3:md:text-4xl prose-h4:font-medium prose-h4:text-xl prose-p:my-0 prose-p:break-word prose-p:leading-6 prose-headings:text-Primary\/p900 prose-p:text-Core\/Body prose-a:text-Core\/Body prose-ol:text-Core\/Body prose-ul:text-Core\/Body prose-ul:list-[square] prose-ul:marker:text-SP2\/800 prose-li:text-Core\/Body prose-li:marker:text-SP2\/800 prose-code:text-Core\/Body\">Although there is a lot of evidence backing the 85% occupancy rate as a key metric to aim for, sometimes lowering the rate can lead to a better customer service overall, even if the amount of time spent engaging with customers is slightly reduced.<\/article>\n<\/div>\n<\/div>\n<\/section>\n<section id=\"\" class=\"py-10 bg-Core\/Medium text-Core\/Body sm:py-12 md:py-16 lg:py-20 scroll-mt-24\">\n<div class=\"container mx-auto grid md:grid-cols-12\">\n<div class=\"col-span-8 col-start-3 mb-4 md:mb-0\">\n<article class=\"rich-text space-y-4 prose max-w-none prose-headings:font-semibold prose-headings:leading-tight prose-h1:font-extrabold prose-h1:text-4xl prose-h1:md:text-6xl prose-h2:text-3xl prose-h2:md:text-5xl prose-h3:text-2xl prose-h3:md:text-4xl prose-h4:font-medium prose-h4:text-xl prose-p:my-0 prose-p:break-word prose-p:leading-6 prose-headings:text-Primary\/p900 prose-p:text-Core\/Body prose-a:text-Core\/Body prose-ol:text-Core\/Body prose-ul:text-Core\/Body prose-ul:list-[square] prose-ul:marker:text-SP2\/800 prose-li:text-Core\/Body prose-li:marker:text-SP2\/800 prose-code:text-Core\/Body\">&nbsp;<\/p>\n<p>[1]PwC, &#8216;Experience is Everything&#8217;, 2019<\/p>\n<p><span class=\"superscript\">[2]<\/span>\u00a0Kronos Incorporated, &#8216;The Employee Burnout Crisis&#8217;, 2017<\/p>\n<\/article>\n<\/div>\n<\/div>\n<\/section>\n                    <\/div>\n                            <\/div>\n            <\/div>\n<\/div>\n\n    \n    <\/section>\n\n","protected":false},"excerpt":{"rendered":"<p>Occupancy is defined as the amount of time advisors are busy engaging with customers. Could a lower call center occupancy rate lead to better customer service?<\/p>\n","protected":false},"featured_media":224,"template":"","meta":{"_acf_changed":true,"inline_featured_image":false},"resource_industry":[],"resource_topic":[],"resource_type":[5],"resource_folder":[71],"class_list":["post-2085","resource","type-resource","status-publish","has-post-thumbnail","hentry","resource_type-blogs"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.6 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Call Center Occupancy Is Bigger Always Better - \u65e5\u672c\u8a9e<\/title>\n<meta name=\"description\" content=\"Occupancy is defined as the amount of time advisors are busy engaging with customers. 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