Seat Utilisation in Contact Centres

Shift Based Method

Sometimes calculate as 1 seat is equivalent to a shift i.e. 7.5 hours so if a seat is used for 9 hours seat utilisation is 1.2

Basic Method

Seat utilisation is a critical metric for any organization that wants to maximize the efficiency of their space and resources, including contact centres. In a contact centre, seat utilisation can have a significant impact on customer service and employee productivity.

To calculate the seat utilisation rate in a contact centre, you need to know the total number of seats available and the number of seats occupied during a specific time period. The formula for calculating seat utilisation is:

Seat Utilisation = (Number of Seats Occupied / Total Number of Seats) x 100%

For example, let's say that a contact centre has 100 seats available and during peak hours, 80 seats are occupied. The seat utilisation rate would be:

Seat Utilisation = (80 / 100) x 100% = 80%

A high seat utilisation rate indicates that the contact centre is using its available space efficiently. However, if the seat utilisation rate is consistently low, it may be a sign that the contact centre needs to make changes to improve efficiency.

To improve seat utilisation in a contact centre, there are several strategies you can implement. One approach is to rearrange the seating layout to optimize the available space. For example, you may want to group agents who handle similar types of calls together to minimize the time they spend moving between stations.

Another approach is to implement flexible seating arrangements, such as hot desking or shared workstations. These arrangements allow agents to move around the contact centre and use different workstations based on their needs. This can help to reduce the number of unused seats and increase seat utilisation.

In conclusion, seat utilisation is a critical metric for contact centres that want to maximize the efficiency of their space and resources. By regularly evaluating seat utilisation rates and implementing strategies to improve efficiency, contact centres can provide better customer service and increase employee productivity.

Strategies to Maximize Seat Utilization in Contact Centres:

1. Workforce Management: Employ efficient workforce management tools to forecast call volumes accurately. This helps in scheduling the right number of agents during peak and off-peak hours, ensuring optimal seat occupancy.
2. Skills-Based Routing: Implement skills-based routing to direct specific types of calls to agents with expertise in those areas. This ensures that agents are continuously engaged in handling calls relevant to their skills, maximizing productivity.
3. Flexible Shifts: Offer flexible working hours to agents to accommodate varying call volumes throughout the day. This approach ensures sufficient staffing during busy hours and prevents overstaffing during quieter periods.
4. Incentivization: Motivate agents to adhere to their schedules and maintain high performance by implementing performance-based incentives.
5. Real-Time Monitoring: Utilize real-time monitoring and reporting tools to keep track of seat occupancy and call volumes, allowing supervisors to make timely adjustments as needed.