Definition: Call center agent utilization represents the percentage of time call center agents spend on handling calls and other customer interactions, and related work. These rates can be used to calculate agent efficiency. Agent efficiency can be improved by decreasing misrouting.
Why is Call Center Agent Utilization Important?
High agent utilization rates can lead to agent burnout and decreased customer satisfaction. On the other hand, low utilization rates can indicate inefficiency.
How to Measure Call Center Agent Utilization?
Agent utilization can be calculated by dividing the total time spent on call-related tasks by the total working time.
How to Improve Call Center Agent Utilization?
Efficient call routing, workload balancing, and AI-powered tools like OpenQuestion can help improve agent utilization.
Optimizing Call Center Agent Utilization with OpenQuestion
OpenQuestion can streamline call routing and provide agents with relevant information, reducing handling time and improving agent utilization.