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Glossary

What is agent utilization?

Agent utilization is the average time that a call center agent spends in attending both inbound and outbound calls, divided by the number of hours spent at work. Utilization rate usually indicates the percentage of time call center representative are productive which includes jobs like taking up customer calls for support and providing effective resolution for issues. This metric is commonly integrated in workforce planning and assessing efficiency of outsourced call center. Agent Utilization is the single most important indicator of that outlines the productivity of the professionals working round the clock in call centers. With the help of this process, the management of the service provider measures the percentage of time that an average agent is in “work mode”, and is independent of Contact Handle Time or call complexity.

In most cases, to achieve the high utilization rates, the experts of call center service provider rushes to assist customer and make more mistakes in documentation, omit crucial details in open tickets and, worst of all, prompt negative customer surveys due to abrupt conversations and inaccurately entered information. Therefore to avoid such repercussion, the management of the telemarketing company should be wary of agent stress levels and should seek effective strategies to enhance the working environment of the call center India.

One goal of almost every business firm wishes to achieve is the highest possible quality of work at the lowest possible cost. The cost and quality of the service is measured on an ongoing basis. If agent utilization is high, then the cost per contact will be correspondingly lower. In the same way, when the agent utilization is low, then the cost per contact will be higher.  The professionals of the service provider help in increasing the productivity of the company.

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