AHT Problem

[Chichi]

Dear all,

i am working at the call center in 45 seats..
i am still confuse the different between PRODUCTIVITY and OCCUPANCY

can anybody help me, the right meaning and formulas (how to calculate) productivity and occupancy....

what factors that influence high and low productivity/occupancy

Plizz give me some information

Big Thanks

Chichi

[Veejay_12]

Productivity = total minutes the agent is in the productive state(ready to take calls)/ agent hours in the office (including breaks, lunches, coaching time, training)

Occupancy = billable minutes/ agent hours in the office (including breaks, lunches, coaching time, training)

*** the main difference between the two is revenue, productivity considers the actual revenue while occupancy measures agents' adherence and possible revenue.

Factors that affect these two:
1. Scheduling VS forecast.
2. Agent behavior and adherence.


Hope this helps...