Productivity is the percentage of an agent's paid time that is productive time. The Occupancy of a neighborhood reflects the situation in at a given moment in time. WebMetrics Space utilization primarily employs quantitative metrics such as utilization rates, productivity ratios, or floor area ratios. This approach helps in minimizing wasted resources and avoiding unnecessary expansion or construction costs. I'm the Product Manager for HubStar's Smart Building tool suite helping companies worldwide to make data-driven decisions about utilizing their building portfolios. (Talk+Hold+Wrap+Customer-related activities+Available Time), divided by (Paid Hours on-site / Total Shift Time). Necessary cookies are absolutely essential for the website to function properly. With a headcount of 20 people at the office on average, your occupied square footage is 1600sqf. See the difference between the two, read this post to the end. Often it is displayed as a % rate, in relation to the capacity of the space. In this article, were focusing entirely on how FMs and their companies can use these metrics to improve both workplace and workforce management. This story in turn can then lead the way to more effective and efficient workplaces going forward. Shrinkage is the percentage of paid time that employees are not available to handle contacts. This optimization can lead to improved workflow, reduced congestion and increased productivity. Creative Commons Attribution/Share-Alike License; The act of occupying, the state of being occupied or the state of being an occupant or tenant. Exploration in Econ Res. Utilization focuses on total login time and total paid time. We'll assume you're ok with this, but you can opt-out if you wish. You may decide that even though you want to downsize your existing office space, you'll still have to keep, or even add more meeting rooms, but have fewer workstations or individual desks. Contact-related activity covers talk-time, hold, and after-call work (ACW). Occupancy Space utilization and occupancy tracking have become vital aspects of effective space management. Let's Get Real Episode 17: Building a CRE Technology Toolbox, How To Kick Start The Best Workplace Strategy Using Space Utilization Data, Let's Get Real Episode 16: How Real Estate and Tech Work Together, How to Use Your Booking Data to Build a Better Strategy. Utilization = What percentage of the time that I pay my agent, are they logged in and assisting or available to assist with a customer activity? They can be helpful in comparing production levels to manufacturing capacities. Say your security team opens the building at 7 AM and closes it at 7 PM (12 hours). This includes unproductive at-work activities such as breaks, meetings, training, and 1:1s, plus out-of-office time for time off, sickness, tardiness, and general unexplained absences.
Shrinkage is an important number to track, since it plays an important role in how many people need to be scheduled in each interval. Is this Focus Room occupied right now? WebOccupancy and Utilization: Why Are They Important For a Facilities Manager? Call Center Forecasting Methods Part 1: How to Forecast Workload, Occupancy in Contact Centers: Definition, Impact, & Management, How to Apply Erlang C in Call Center Planningwith Excel, How to Include Call Center Shrinkage in Your Planning Process, e-learning courses for every contact center role. WebWhat is Space Occupancy and Utilization? Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. So, for the meeting room, space utilization is not good (only 25%) but space occupancy is okay (66.67%). And while people may use these terms interchangeably, they are definitely not the same thing. It provides a single source of truth for many metrics, including occupancy and utilisation, to drive informed decision-making. People counter sensors will determine at what point spaces have had signs of life and by how many people, so are best used in open collaboration spaces and meeting rooms. Occupancy and utilization go hand-in-hand. Traffic flow analysis examines the movement of people or goods within a facility. (E.g. Occupancy Rate is the percentage of time agents spend handling customer inquiries versus time spent waiting for calls, sometimes called idle time. In a call centre context, occupancy rate is a workforce management metric (WFM) that refers to how much of total shift time that agents spend on calls and call-related activities. Skynapse Business Technology Pte Ltd Copyright 2023. This is where space utilization comes in. E.g. Often, call center leaders use utilization and occupancy interchangeably or focus on one over the other. Meanwhile, utilization is a WFM that highlights the amount of time they spend on productive work tasks. While these terms are often used interchangeably, their meanings differ significantly. Industry analyst review of Relogixs Workplace Analytics Solution, Inaugural Report Uncovers Critical Shifts in Global Workspace Occupancy as Hybrid Work Takes Hold, Simone Fenton-Jarvis, Workplace Consultancy Director. These metrics help determine the efficiency of space usage based on predefined benchmarks. The Top Scheduling Challenges and How to Fix Them, See How Professional Headsets Improve Business Performance, White Paper: 2023 Contact Center Buyer's Guide, Creating Competitive Advantage Through Customer Payment Capabilities webinar, Unveiling the Power of injixo Workforce Management: A 30-Minute Tour Webinar, Real-Time Management vs Intraday Management, Retail Customer Service Trends You Need to Know, Genesys Recognized as No. This is especially true if theyre following any type of hybrid schedule. Measure, predict & optimize occupancy from a single source of truth. When they use these methods alongside real-time and historical presence data, theyll be able to then build an accurate and complete picture of office use. In other words, planning and optimizing the office isnt an either/or, occupancy vs utilization scenario. But before considering the location and the physical space, we have to consider culture, processes, and technology. Productivity Productivity is the percentage of an agent's paid time that is productive time. She strives to build a world where companies become the vehicle for people and societies to flourish and make the planet a better place. The specific use to which something occupied is put. One of the hardest lessons to learn in user experience is that researchers cant always trust what test participants tell them. WebWhen measuring occupancy based on Capacity, this involves counting the actual number of people present. To calculate the space occupancy rate, you simply divide occupied floor space by the total floor space (this means excluding restrooms, pantries, and other non-workable areas, but includes meeting rooms). It is calculated by dividing the actual occupied area by the total available area and multiplying the result by 100. It includes the following: Time spent talking on the phone with customers/clients Time spent on hold WebOne major difference between occupancy and utilization in call centers is that occupancy only considers the time agents are active on the floor, while utilization includes total work time. But note that the concepts of occupancy and utilization are also often referring to measure call center agent productivity and efficiency. If we look at these within the realm of how organizations capture occupancy and installation, we can see how these factors will influence the data were trying to gather. And if you're looking for a space management tool to get started, take a look at our free Space Management Software that will allow you to: 1) Manage all your office assets like desks and meeting rooms, 2) Replace clunky and manual booking systems, and. Is this Focus Room occupied right now? Karina Wright May 10th, 2023 Occupancy vs utilization: both essential metrics for space planning, especially in a hybrid office. How many of those different types of space do people need. Massachusetts, USA So, if your contact center has occupancy of 75%, it means that its agents are spending three-quarters of their logged-in time doing contact-related activities.
According to , it is calculated using this formula: (total talk time + total hold time + total after-call work i.e. One fact that we find mysterious about Occupancy Rate is that its often incorrectly referred to as Utilization Rate. In particular, this software should allow them to layer multiple data sets. Utilization focuses on total login time and total paid time.
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