Occupancy

[re1jb]

I am looking for the industry standard for occupancy levels for both an inbound center as well as an outbound sales center. Any assistance or direction would be greatly appreciated.

[LJCPyxis]

If you receive some informatoin on this, I would very much appreciate you sharing it with me as well. I'm currently searching for the same information. Specifically for inbound.

Thanks

[deadriaw]

In my current company we have over 3,000 agents in 6 different locations. We create our schedules based on 100% occupancy, but only after including shrinkage percentages between 15% to 22%.

For the remaining 85% to 78% of an agent's schedule we would love for them to be busy 100% of that time, however as you may now, being maxed at 100% normally brings down your service level. So we try to maintain 85% to 90% occupancy.

If our occupancy is too low and service level too high, we allow agents to go to meetings, forums, or do other offline activity. We are a 40 hr environment so we normally can not let the go home.

I have also worked in a flex time environment we we maintained an 85% occupancy.

I have also been told that unionized center have predetermined occupancy percentages, however I have not had to deal with Union concerns.

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