Hi All,
How can we go ahead and increase on Occupancy besides moving the agents into other programmes on a permanent/temprory basis or sending them on leaves while keeping the target of shrinkage.

I would say Multi-skilling Call Routing / Multi-site operations

Shift overlaps during peaks

Possibly mix some Outbound Call Calling activity with the primary activity of Inbound calls

Moving into other programmes/teams defintely is an option

Sending on leave may not be too agent-friendly

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Waiting for answers on this topic from the Gurus !

Cheers !
Kex

Hi King EX,
Thanks for the prompt response.
Kindly be more elaborative while you say-Shift overlapping during peaks.

I read this article few days back on the reasons which have an impact on Occupancy
"Occupancy rates are also impacted by call centre size. In a small centre staffed to answer 80% of calls in 20 seconds (80:20), the occupancy level will be lower than in a larger centre with same average handle time and an 80:20 service level. The same challenges are faced by call centres striving to achieve consistent service levels over a 24 hour day. The night shift may be a smaller group handling lower call volumes, and occupancy will be lower in order to meet service level staffing requirements.

Calls per 30 minutes CSRs Required on Calls Occupancy %
24 5 53
65 10 72
146 20 81
402 50 89
840 100 93
The Table above shows the Occupancy Impacted by Call Volumes. Assuming an 80:20 Service Level and an Average Handle Time of 200 seconds. "