Shrinkage and Occupancy Calculation

[sengupta_uttam]

Hi All,

I work for a 50 FTE process in which one of the KPI is Occupancy and Shrinkage.

We are calculating:

Shrinkage = (100% - Staff Utilization%)

Here Staff Utilization = [No. of billable FTE's should be on calls at the EOM * No. of working days * No. of working hrs (Excluding breaks)] / Scheduled hrs by the billable FTE's

Occupancy = Process Time spent by FTE's talking to the customers / Staffed Time by the FTE"s

Process Time spent by FTE's talking to the customers = AHT * No. of Calls

In Occupancy we include everyone who has taken calls in the queue which we are taking into consideration and in Shrinkage we take only the billable CSR's.

Shrinkage here we exclude all offline activities can include planned unplanned absenteeism, coaching, meeting, training, loan etc.

Is that the right way what we are doing ....plz suggest.

[DustOnCloud9]

for our calculation we do the following

Process Time = AHT * No. of Calls + ACW*No of Calls

Occupancy = Process Time/Staffed Time