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2021-10-26 23:15  《4PS亚博最新官网网址中心国际标准研究中心》  咨询电话:17317241681(微信同号)  


4PS国际标准指标定义:员工占用率(即:工时利用率):

根据4PS国际标准定义,该指标衡量联络中心座席人员繁忙程度的指标,4PS标准体系称为员工占用率( Agent Occupancy )。

这一指标统计的是座席人员在登录状态下,用于与客户交谈和进行事后处理的时间的比率。

According to the definition of 4Ps international standard,This indicator refers to A measure of the busy seating capacity, which we call employee occupancy rate (agent occupancy). This indicator measures the percentage of time that a person uses to talk to a customer and process afterwards in the log-in state.

4PS标准指标剖析:亚博最新官网网址中心员工占用率

根据4PS国际标准定义一般是指某段统计时间内,联络中心座席员处理多通电话或其他业务处理的总时长与实际登录系统时长的比率。对于没有座席操作系统的来说,占用率统计就比较困难,但是也可以通过对通话时长、持线等待时长、后处理时长、等待来话时长和业务处理时长来进行粗略统计

Generally, it refers to the ratio of the total processing time of multiple telephone calls or other business processing to the actual login system in a certain period of statistical time.


For those without a seat operating system, occupancy statistics can be difficult, but rough statistics can also be made by comparing the call time, the line holding waiting time, the post processing time, the waiting time for incoming calls, and the service processing time

计算公式:


亚博最新官网网址_官网(欢迎您)

亚博最新官网网址中心员工占用率计算公式

亚博最新官网网址_官网(欢迎您)

亚博最新官网网址中心员工占用率计算公式2

注意事项:

--总系统登录时长是指员工从签入提醒至签出系统之间的累计时长,统计时段内多次签入签出则时间累加计算。

The total system logon time is the cumulative time between the employee's check-in reminder and the check-out system, and the accumulated time is calculated when the employee checks in and out several times in the statistical period.


--一般常提及的工时利用率,在线利用率.人员利用率(区别与员工利用率),工效,这几个词基本上都是同一个意思

Commonly referred to as man-hour utilization, online utilization. Personnel utilization ratio (difference from employee utilization ratio), ergonomics, these words are basically the same meaning


影响因素:

--根据4PS国际标准定义,占用率不仅是衡量联络中心座席员工作负荷率的重要指标,也是客户联络中心成本控制的重要指标。如果占有率过低,说明员工在空闲状态的时间过长,座席数量相对于话务量来说配置过多。占有率过高会导致员工过于劳累而不能保证接通率。

Occupancy rate is not only an important index to measure the workload rate, but also an important index to control the cost of customer contact center. If the occupancy rate is too low, the staff in the idle state too long, the number of seats relative to the volume of traffic to allocate too much. Excessive occupancy can cause employees to be overworked and unable to ensure a turn-through rate.


--当占用率过低时,联络中心管理者应分析原因,若是人为因素,即座席恶意将电话置忙或是做过多与工作无关事务时,应该加强座席培训和监管。若不是人为因素,管理者需及时减少座席资源,以使座席工作饱和。若占有率过高,管理者就需考虑增加座席数量了

When the occupancy rate is too low, the manager should analyze the reason, if the human factor, that is, if the seat maliciously put the phone busy or do too much non-work affairs, should strengthen the seat training and supervision. If it is not human factors, managers need to reduce seat resources in time to make seat work saturated. If the share is too high, managers need to consider increasing the number of seats.。


--随着话务量上升,提高联络中心座席人员工作效率的方法,及规模效益就开始发挥作用。也就是说,座席人员利用率会不断的攀高。

As traffic increases, methods of improving the efficiency of call center staff and economies of scale begin to play a role. That is to say, seat personnel utilization ratio will keep climbing.


--来话量(或业务规模)会起到关键作用。因为即使你期望座席占用率达到 85 %,并不意味着你能达到,这跟你的业务规模或来话量有直接关系。

Incoming volume (or business size) will play a key role. Because even if you expect a seating occupancy rate of 85, it doesn't mean you can. It's directly related to the size or volume of your business.


--对于一个小型亚博最新官网网址中心(业务量小)来说,他们会期望服务水平达到 80/20 ,并安排足够座席人员,但你不妨测算一下他们的座席人员利用率,如能达到 70 %- 80 %就算不错了。

For a small call center (small business), they expect the service level to reach 80/20 and arrange enough seats, but you can measure the utilization of their seats, if it can reach 70% - 80%, even if it's good.


--相反,对于一个大型亚博最新官网网址中心(业务量大)来说,他们能够在实现 80/20 服务水平的情况下,座席占用率甚至达到 95 %。

On the contrary, for a large call center, they can use up to 95 percent of seats at 80 / 20 service levels.


--改善服务(服务水平)和改善占用率通常成反比关系。排班已较好的情况下,提高服务水平,意味着增加人员,使更多的人员来处理和完成同量的工作。

Improving service (service level) and improving occupancy rate are usually inversely proportional. Scheduling has improved service levels under better circumstances, which means increasing staff and enabling more people to handle and complete the same amount of work.

统计频率:

按日或按周或按月。By day or by week or month;

参考标准:

4PS结合全球多数联络中心运行,其基准≥71%,高效≥76-91% Benchmark ≥ 71, efficiency ≥ 76-91%

指标应用:

某CSR某日总在线时长为8小时,具体构成为:100个呼入电话,平均处理时长180秒, 10封语音留言,每个语音留言的处理时长为270秒,当日小休总时长2400秒,午餐时长1800秒,则:

该CSR当日员工占用率=(100*180+10*270)/(8*3600)*100%=71.85%;

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