- How many calls can an agent take?
- What is RevPAR formula?
- How is agent occupancy calculated?
- What is utilization formula?
- What is a RevPar index?
- What is RevPar explain with example?
- Why is RevPar so important?
- What is shrinkage and attrition formula?
- How is BPO efficiency calculated?
- What is the formula of occupancy?
- What is occupancy in BPO?
- What is a good occupancy rate for a call center?
- What is the formula for shrinkage?
- What is BPO shrinkage?
- What is difference between occupancy and utilization?
- How is BPO utilization calculated?
- How is FTE calculated in BPO?
How many calls can an agent take?
Well, a single agent can handle 30 to 50 calls in an eight-hour shift depending on the demand.
The nature of inbound calls is to handle/receive numerous calls done by agents.
The inbound call center agent aims to solve all customer queries and positively turn the prospect into business loyal customers..
What is RevPAR formula?
It’s quite easy to calculate RevPAR. Simply multiply your average daily rate (ADR) by your occupancy rate. For example if your hotel is occupied at 70% with an ADR of $100, your RevPAR will be $70.
How is agent occupancy calculated?
Agent occupancy refers to the percentage of time that call agents spend handling incoming calls against the available or idle time, which is determined by dividing workload hours by staff hours. It is a statistic used in calculating the productivity of a call center.
What is utilization formula?
Utilization Rate Formula Here’s the formula to calculate utilization: Total Billable Hours / Total Hours Available. Let’s say we want to find the utilization rate for Leslie, a front-end developer at a web design firm. In a given week, she has 40 available hours. That works out to 2,080 hours a year.
What is a RevPar index?
RevPar Index, is a measure that originates from RevPar. It focusses on comparing your hotels RevPar with the RevPar of the hotels in your competitive set. This calculation will allow you to see how well you are executing your sales and revenue management strategies relative to your competition.
What is RevPar explain with example?
RevPAR = Average Income per night ÷ Total number of Rooms. As an example; if you have 10 rooms in your hotel and $1000 average income per night, then your revenue per available room would be $100. This means that for every available room you on average make $1000 ÷ 10 = $100.
Why is RevPar so important?
RevPAR is used to assess a hotel’s ability to fill its available rooms at an average rate. If a property’s RevPAR increases, that means the average room rate or occupancy rate is increasing. RevPAR is important because it helps hoteliers measure the overall success of their hotel.
What is shrinkage and attrition formula?
Annual Attrition rate = (Total number of agent exits/average number of agents during the period) * (12/number of months in the period) Shrinkage rates are used to help determine the number of excess staff needed to ensure that the actual number of agents required to meet service level objectives are actually in place.
How is BPO efficiency calculated?
The closer the final number is to 100, the more effective your employees are. For example, let’s say the standard labor hours for a certain project is 80 and the actual amount of time worked is 92. You would divide 80 by 92, and multiply by 100, calculating your efficiency to be 87%.
What is the formula of occupancy?
Calculate your Occupancy Rate It is one of the most high-level indicators of success and is calculated by dividing the total number of rooms occupied, by the total number of rooms available, times 100, creating a percentage such as 75% occupancy.
What is occupancy in BPO?
Call center occupancy is one of the key metrics that is often confused with an agent’s productivity. Essentially, It is the percentage of time that an agent actually spend handling incoming calls against the available or idle time, which is determined by dividing workload hours by staff hours.
What is a good occupancy rate for a call center?
It is always important for the managers to set the call center occupancy rate between 85% – 90% to improve both agent productivity as well as a customer service experience.
What is the formula for shrinkage?
Shrinkage is another way of expressing what used to be called Utilisation. Utilisation is simply the number of hours that employees are available to work on their primary task (measured hours), divided by the total paid hours. So a Shrinkage Figure of 30% equates to a Utilisation figure of 70%.
What is BPO shrinkage?
Call center shrinkage is the number of agents actively taking calls divided by the number of agents who are not available for any reason.
What is difference between occupancy and utilization?
Henriette Potgieter, a call centre best practice management consultant at QBIC Solutions, tells us: “Occupancy differs from utilisation in that occupancy considers only live logged-in time, but utilisation considers total time at work (including logged-out time such as training).”
How is BPO utilization calculated?
Simply take the amount of time your agents are reported as being on calls or performing call-related tasks and divide it by the total time they are on the clock. Multiply the resulting number by 100, and you have the agent utilization percentage.
How is FTE calculated in BPO?
To get to your FTE number, you first have to figure out the total weekly hours worked by your part-time employees [10 x 20 = 200]. Then, you divide 200 by 30, which leaves you with 6.6. Now, round down. Add your full-time employee count to that number, and you get to an FTE number of 46.