呼叫中心員工利用率：
根據(jù)4PS國際標(biāo)準(zhǔn)定義，該指標(biāo)指某段統(tǒng)計(jì)時(shí)間內(nèi)，聯(lián)絡(luò)中心員工登錄狀態(tài)和付薪時(shí)長的比率。員工登錄狀態(tài)不含就餐時(shí)間和小休時(shí)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(biāo)準(zhǔn)指標(biāo)：呼叫中心員工利用率
計(jì)算公式:
4PS標(biāo)準(zhǔn)指標(biāo)：呼叫中心員工利用率2
注意事項(xiàng)：
--根據(jù)4PS國際標(biāo)準(zhǔn)定義總系統(tǒng)登錄時(shí)長是指員工從簽入提醒至簽出系統(tǒng)之間的累計(jì)時(shí)長，統(tǒng)計(jì)時(shí)段內(nèi)多次簽入簽出則時(shí)間累加計(jì)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(shí)長是按照標(biāo)準(zhǔn)月工時(shí)167.5小時(shí)來計(jì)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(shí)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(jì)頻率:按日或按周或按月。By day or week or month.
參考標(biāo)準(zhǔn):
指標(biāo)基準(zhǔn)值≥90%，高效≥94% Benchmark ≥ 90, efficiency ≥ 94%
指標(biāo)應(yīng)用:
某CSR某日總登陸時(shí)長為9小時(shí)，具體構(gòu)成為：100個(gè)呼入電話，平均處理時(shí)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(gè)語音留言的處理時(shí)長為270秒，當(dāng)日小休總時(shí)長2400秒，午餐時(shí)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.
