- What is a good AHT?
- Why is RevPar so important?
- What is RevPAR used for?
- How do you calculate occupancy?
- What is AHT formula?
- How is BPO efficiency calculated?
- How is BPO utilization calculated?
- How do I determine maximum occupancy?
- What is occupancy formula in BPO?
- What is RevPar explain with example?
- What is RevPAR formula?
- Why is AHT high?
- What is call center occupancy?
- What is productivity in BPO?
- How is productive hours calculated in BPO?
- What is bed occupancy rate?
- What is BPO shrinkage?
- What is a RevPar index?
What is a good AHT?
The resulting 28 minutes is the average handle time — way over the industry standard.
According to Call Centre Magazine, the industry standard AHT is 6 minutes and 10 seconds.
A similar formula can be used to calculate similar metrics from other channels, like messaging and chat or email..
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 RevPAR used for?
Revenue per available room (RevPAR) is a metric used in the hospitality industry to measure hotel performance. The measurement is calculated by multiplying a hotel’s average daily room rate (ADR) by its occupancy rate.
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.
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.
How is BPO efficiency calculated?
The closer the final number is to 100, the more effective your employees are. For example, let’s say the standard labor hours for a certain project is 80 and the actual amount of time worked is 92. You would divide 80 by 92, and multiply by 100, calculating your efficiency to be 87%.
How is BPO utilization calculated?
Simply take the amount of time your agents are reported as being on calls or performing call-related tasks and divide it by the total time they are on the clock. Multiply the resulting number by 100, and you have the agent utilization percentage.
How do I determine maximum occupancy?
How to Calculate Maximum Occupancy Load. The occupancy load is calculated by dividing the area of a room by its prescribed unit of area per person. Units of area per person for specific buildings can be found in the chart at the end of this article.
What is occupancy formula in BPO?
Occupancy typically will be calculated as: (Talk+Hold+Wrap+Customer-related activities), divided by (Talk+Hold+Wrap+Customer-related activities+Available Time). Whereas utilization is calculated as. (Talk+Hold+Wrap+Customer-related activities+Available Time), divided by (Paid Hours on-site / Total Shift Time).
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 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.
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 call center occupancy?
Occupancy Rate is the percentage of time that agents spend handling customer inquiries vs. waiting for calls (idle time). It’s the most common measure of how busy call center agents are dealing with customers.
What is productivity in BPO?
Here’s one way of thinking: Productivity is a measurement of the amount of work accomplished during a specified time frame (sometimes called output or efficiency). … In the contact center environment, we typically think of number of customers serviced.
How is productive hours calculated in BPO?
The call center productivity formula is:(Total Output / Total Input) x 100 = Labor Productivity.6.5 / 8 = .8125 x 100 = 81.25% productive.(Abandoned Calls / Total Incoming Calls) x 100 = Abandonment Rate.(Total Talk Time + After-Call Work Time) / Total Number of Calls = Average Handle Time.More items…•
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 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 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.