Agent Occupancy / Agent utilization

This is a guest post from Lavarthi Santosh. Lavarthi has 5 years of experience in BPO industry. He can be reached at the following email and phone numbers: Email id : lavarthisantosh@hotmail.com Mobile : 91+ 9886035080 (India) What is agent Occupancy & Calculation of Occupancy? Occupancy is the time spent by an Agent handling calls. [...]


5 Tips for Every Call Center

This is a guest post from Lavarthi Santosh who has been in the business process outsourcing industry for 5 years. As per my experience goes I would want to tell you one thing. The entire call center industry whether it is a client, customer or support staff every thing will revolve around these 5 important [...]