呼叫中心員工利用率：

根據(jù)4PS國際標準定義，該指標指某段統(tǒng)計時間內(nèi)，聯(lián)絡(luò)中心員工登錄狀態(tài)和付薪時長的比率。員工登錄狀態(tài)不含就餐時間和小休時間。

According to the definition of 4Ps international standard，Employee utilization (agent utilization) refers to the ratio of employee logon status to pay-time over a statistical period of time. Employee logon status does not include meal time and rest time..

4PS標準指標：呼叫中心員工利用率

計算公式:

4PS標準指標：呼叫中心員工利用率2

注意事項：

--根據(jù)4PS國際標準定義總系統(tǒng)登錄時長是指員工從簽入提醒至簽出系統(tǒng)之間的累計時長，統(tǒng)計時段內(nèi)多次簽入簽出則時間累加計算。

According to the definition of 4Ps international standard，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.

--付薪時長是按照標準月工時167.5小時來計算。

The pay period is calculated on the basis of standard monthly working hours of 167.5 hours.

影響因素:

--員工利用率考量的是付薪時間內(nèi)的員工工作狀態(tài)，員工利用率低意味著該客戶聯(lián)絡(luò)中心在內(nèi)部人員管理上的失控，直接后果是造成成本增加。

The low utilization rate of employees means that the customer contact center is out of control in internal staff management, and the direct result is the cost increase.

統(tǒng)計頻率:按日或按周或按月。By day or week or month.

參考標準:

指標基準值≥90%，高效≥94% Benchmark ≥ 90, efficiency ≥ 94%

指標應(yīng)用:

某CSR某日總登陸時長為9小時，具體構(gòu)成為：100個呼入電話，平均處理時長180秒

The total landing time of a certain csr is 9 hours, which consists of 100 incoming calls and an average processing time of 180 seconds， 10封語音留言，每個語音留言的處理時長為270秒，當(dāng)日小休總時長2400秒，午餐時長3600秒，則：

10 voicemail, the processing time of each voice message is 270 seconds, the total duration of the rest of the day is 2400 seconds, the lunch time is 3600 seconds, then:

該CSR當(dāng)日員工利用率=（9*3600-2400-3600）/8*3600=91.674%。

The CSR day employee utilization rate = (9 / 3600-2400-3600) / 83600 / 91.674.