Call Center Agent Utilization

Voxco is trusted by 450+ Global Brands in 40+ countries

Market research 04 12

What is Call Center Agent Utilization?

Agent Utilization Rate cvr

Call center agent utilization is a popular metric that seamlessly represents the ratio of agents’ productivity (i.e. work produced) divided by their capacity. Being straightforward and generic in nature, this workforce management metric plays a crucial role in gaining insights into the effectiveness of a call center’s processes. 

Agent utilization is usually considered similar to agent occupancy but these metrics are absolutely different. While agent utilization represents the percentage of agents’ total shift invested on call-related duties, agent occupancy highlights the time that agents spend to handle calls and perform non-call-related tasks.  

It’s not easy to measure call center agent utilization because it considers multiple activities apart from the calls and the related after-call work. This involves the miscellaneous time spent by agents in team meetings, breaks, sick time, etc.

Agent Utilization Rate1

How to calculate
Call Center Agent Utilization?

The call center agent utilization can be measured by the sum of the average time spent on inbound calls as well as outbound calls by an agent in a month (in minutes), divided by the average time the agent has worked for in the month (in minutes).

Why should you focus on Call Center Agent Utilization?

Agent Utilization Rate2

There’s no doubt that running a contact center successfully requires a constant balance between agents and customers. While most contact center managers focus on elevating agents’ productivity to keep customers happy & reduce costs, they often over-pressurize the agents leading to high attrition. According to the HDI report, if your call center agent utilization rates are approaching 60–70%, it means you’re pushing agents too hard, causing burnout and high turnover. 

With the call center agent utilization metric, you can gain insights into the productive time spent (i.e. what percentage of agents’ time goes in handling customer calls). By measuring agents on the basis of reasonable expectations, it helps to keep them happy which can contribute to productivity enhancements. As the agents aren’t overtaxed, they work efficiently that plays a key role in elevating customer satisfaction too!

Moreover, the call center agent utilization metric is directly related to the cost per call metric. A low agent utilization represents that agents are sitting idle, leading to a higher cost per call. With effective call center agent utilization, it becomes easy to ensure that the money is being used efficiently.

How Voxco can help you make the most of your Call Center Agent Utilization?

Agent Utilization Rate3

Advanced Telephony Features

Add more flexibility to your call center and ensure effective agents’ utilization with Voxco’s advanced features such as call conferencing, audio playback, and call transfer. Blend incoming calls with outbound ones and use intelligent call routing to make the most out of your call center.

Productivity Monitoring Tools

Voxco lets you monitor your agents closely through live productivity dashboards and keep an eye on their overall performance. Plus, you can create customizable productivity reports for gaining insights into agents’ utilization.

Intelligent Routing

Voxco’s exceptional platform comes equipped with an intelligent routing system that ensures effective agents’ utilization by transferring calls according to agent experience and availability.

Advanced Interview Capabilities

With powerful capabilities like a direct conference (that enables users to join into a conversation directly) and transfer out (that transfers a respondent who wants to speak to someone else), Voxco ensures optimum agent utilization by empowering them with all the tools they need.

Switch to Voxco Telephony System to improve your Call Center Productivity by 40% or more 

Voxco CATI

Powerful phone survey software with advanced telephony features for contact centers of call centers of all sizes

Voxco IVR

Automated interactive voice response survey software with auto call detector, advanced call routing system & manual TCPA compliance.

Voxco Dialer

Power, Predictive, Preview and Hybrid modes. Tailor your dialling method to each project.

Survey organizations around the world have maximized their phone survey ROI with the advanced features, hosting options, seamless telephony integration, and flexible pricing of our CATI software.

Why choose Voxco?

Premium service & support

We pride ourselves on delivering the best-in-class support and guidance so that our clients can truly get the most from call center agent utilization.

Omnichannel reach

Voxco’s robust platform empowers agents to effectively reach out to their target audience across multiple channels. Be it online, phone, or offline, we’ve got you covered!

Regulation Compliance

Be it GDPR, TCPA, or HIPAA - Voxco’s power-packed platform ensures that all compliance requirements are met for seamless call center agent utilization.

See what our clients say about Voxco

See what question types are possible with a sample survey!

Call monitoring software: FAQs

Call center agent utilization is a metric that represents the percentage of time that agents spend on handling calls & customer interactions and call-related work.

The average agent utilization rate across the world is around 48 percent, while the range of this metric varies widely from 22 percent to 76 percent.

It can be calculated by the sum of the average time spent on inbound calls as well as outbound calls by an agent in a month (in minutes), divided by the average time the agent has worked for in the month (in minutes).

A KPI (Key Performance Indicator) is a set of measurable values that reflects how effectively a call center is achieving its desired goals.

There are various quality assurance metrics used in a call center which include:

  • First-Call Resolution (FCR)
  • Average Speed of Answering (ASA)
  • Average Handle Time (AHT)
  • Hold Time
  • Customer Satisfaction Score (CSAT)
  • Net Promoter Score (NPS)
Shopping Basket
Great Research
Fast Insights
Best-in-class ROI

Voxco’s platform helps you gather omnichannel feedback, measure sentiment, uncover insights and act on them.

Join 500 + global clients across 40+ countries

Great Research
Fast Insights
Best-in-class ROI

Voxco’s platform helps you gather omnichannel feedback, measure sentiment, uncover insights and act on them.

Join 500 + global clients across 40+ countries