Agent Utilization in an Inbound Tech Support process

[DustOnCloud9]

I am a Team Leader in an Inbound Technical Support process.

I was wondering what is the ideal ratio of (Total Time on calls)/Login hours

The ulitility of my CSRs hovers around 85-90 %. So you think this is the right ratio or should it be less.

[mbnprosup]

My experience with outsourced agencies has been that on a per min contract this is the correct ratio for reps on calls. If the contract is set up on an hourly rate you can generally maximize revenues with an increased staff and lower UPT's. If this is an insourced center, there are no contracts so the objective would be to maximize the UPT to keep costs low. I think if you push the UPT much higher you will find turnover higher (due to burnout and stress) and if it drops lower you will find more opportunity for boredom to set in. Hope this helps...
mbnprosup