Question: What Is Occupancy In BPO?

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..

What is the formula for utilization?

The first method calculates the number of billable hours divided by the number of hours recorded in a particular time period. For example, if 40 hours of time is recorded in a week but only 30 hours of that was billable, the utilization rate would then be 30 / 40 = 75%.

What is BPO efficiency?

Call center efficiency is the technical implementation of a simple necessity – supporting your customers. … In other words, it’s a complex equation that blends customer needs and satisfaction with internal processes designed to eliminate inefficiencies and improve performance.

What is utilization in BPO?

Call Center Agent Utilization vs. Agent Utilization indicates the percentage of an agent’s total shift spent on call-related activities. Agent Occupancy, on the other hand, indicates how much time an agent spends both handling calls and doing other non-call related activities.

What is AHT formula?

Calculating AHT (Total talk time + total hold time + after call work time) / total number of calls. AHT can be assessed per agent, per department, or across the organization.

What is bed occupancy rate?

The occupancy rate is calculated as the number of beds effectively occupied (bed-days) for curative care (HC. 1 in SHA classification) divided by the number of beds available for curative care multiplied by 365 days, with the ratio multiplied by 100.

What is phone occupancy?

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.

How do I calculate my aht email?

Email & Chat AHT For emails, it is a bit different as there are no hold times. Therefore, you calculate AHT by adding up the total amount of time it took to resolve a case from the time the email was first opened. The email AHT formula also applies for chats.

How is talk time calculated?

The classic calculation for takt time is:Available Minutes for Production / Required Units of Production = Takt Time. … 8 hours x 60 minutes = 480 total minutes. … 480 – 45 = 435. … 435 available minutes / 50 required units of production = 8.7 minutes (or 522 seconds) … 435 minutes x 5 days = 2175 total available minutes.More items…•

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.

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 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 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.

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 a good occupancy rate?

While a 100 percent occupancy rate is desirable, hotel owners may have to lower rates in order to achieve it. Therefore, there could be instances where hotels can actually make more money from an 80 percent occupancy rate than from a 100 percent occupancy rate, if the 80 percent are paying higher prices.

Why is AHT high?

Reasons For a High AHT Inexperienced customer service representatives. Lack of automation or no interactive voice response (IVR) system. Not taking time to review calls and processes. Ineffective call routing.

What is occupancy formula in BPO?

The most widely accepted formula for Call Center Occupancy is: Total Handle Time / (Total Handle Time + Available Time) One danger here is to make sure that “Available Time” does not overlap with ACW time or on-hold time. Other call centers are set up to report “logged in” time for an agent.

How do you calculate occupancy?

Occupancy rate is the percentage of occupied rooms in your property at a given time. 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.