What is availability in call center?
An agent handles customer interactions and contacts in the call center.
Often conveyed as a percentage, agent availability is a measure of the time that Brand Specialists are available to accept inbound calls..
How do you calculate headcount in a call center?
How to Work Out How Many Staff You Need in a Contact CentreStep 1: Work out how many calls are coming into the business. … Step 2: Work out the number of calls for every 30 minutes/hour. … Step 3: Work out your Average Handling Time. … Step 4: What should your service level be? … Step 5: Factor in Maximum Occupancy. … Step 6: Work out your shrinkage.More items…•
How do you calculate calls per hour?
So, it is simple math: change seconds to hours then use it to divide by the number of calls (Agent_Shrinkage_Data. NCH). Hence, you will have ‘calls per hour’.
How is AHT calculated?
How do you calculate average handle time? In some cases, companies include After Call Work (ACW) into the AHT calculation. … To calculate average handle time, add total talk time with total hold time, then add ACW. Lastly, divide that by the total number of calls to get the AHT.
What is a good FCR rate?
Generally, FCR rates close to 90% are considered high, while 40% is considered the “low” end.