Contact Centers: How to Calculate Staff Levels and Scheduling Requirements

As call volume grows, increased efficiencies and economies of scale come into effect — occupancy goes higher and higher. And while we want our staff to be productive and busy, asking staffers to stay occupied at a 94 percent rate isn’t realistic.

Most call centers aim for the 85 percent to 90 percent range because occupancy rates higher than that lead to all kinds of undesirable call-handling behaviors as well as a high turnover rate.