What is Call Centre Occupancy?
Call centre occupancy is a key performance indicator that shows how much of an agent’s available time is dedicated to active call handling.
It includes both talk time and after-call work (ACW) but excludes idle time when an agent is waiting for the next interaction.
This metric is calculated by dividing the total handling time by the total available time, then expressing the result as a percentage.
For example, if an agent is logged in for eight hours and spends six of those hours handling calls and completing related tasks,
their occupancy rate would be 75%. High occupancy rates can indicate efficient use of resources but may also signal potential burnout
if sustained over long periods. Conversely, low occupancy rates may point to overstaffing, underutilisation, or imbalanced call distribution.
In contact centre operations, occupancy is closely monitored because it directly impacts cost efficiency and service delivery.
Managers use occupancy data to:
- Determine whether staffing levels match call volume demand.
- Identify opportunities for better call distribution and scheduling.
- Maintain a healthy balance between productivity and agent wellbeing.
- Plan for peak periods or promotional campaigns without overburdening staff.
While higher occupancy often means greater productivity, it’s important to avoid pushing it to extremes.
Sustained occupancy rates above 85–90% can lead to agent fatigue, lower quality of service, and increased attrition.
Effective workforce management aims to keep occupancy at a level that meets business goals while supporting sustainable workloads for agents.
Why Call Centre Occupancy Matters
Call centre occupancy is a critical measure of how efficiently resources are being used. By tracking and optimising this metric, managers can improve staffing accuracy, maintain service levels, and protect agent wellbeing, all of which contribute to a better customer experience.
Related Terms:
- Average Handle Time (AHT)
- After-Call Work (ACW)
- Workforce Management (WFM)
- Service Level Agreement (SLA)
- Agent Utilisation