Operations Manager
Six Sigma Consultant

Hi, Does any one help in calculating seat utilization for a call center. Raj
29th November 2006 From India , Gurgaon
Hi Sunitha,
Thx for replying. What are the basics for calculating seat utilization. My process works 18*6 with a manpower of 240. we run 4 overlap shifts and have atotal of 110 productive seats.
Let me know how to calculate seat utilization.
27th December 2006 From India , Gurgaon
Hi Rajan,
As far as I know you take a ration of productive seats to your headcount (FTE) and that gives you your Seat Utilization...From what you have given your SU works out to be 2.18
Anyone please correct me if I'm wrong.
2nd January 2007 From Taiwan , Keelung
Hi Rajan,
Sorry I did not include how I did the calculation.
This is how we used to calcuate, There might be a different method too.
SU = FTE/ No.of production seats
In your case it was 240/110 = 2.18
You can do a shiftwise calculation the same way.
Friends, if there is a different way of calcuation please do let me know.
5th January 2007 From Taiwan , Keelung
Hi all,
In manufacturing we use a strong metric called Overall Equipment eifficiency(OEE). It is the product of Utilization X Productivity X Quality. Based on this I developed a similar metric for Service called OSE ( Overall Service Efficiency) . It will give you complete picture of Utilization, Productivity and Quality. If you improve this percentage , it will address all the major issues in your organisation.
Please Let me know if you are interested in this.

9th March 2007 From Singapore , Singapore

As I mentioned in my mail, we can customize the formula according to the requirement. In manufacturing it is the product of Availability , performance and Quality.

If you explain me about your requirements I will be able to help you. I need answers for the following

1) Availability in manufacturing means availability of machine without breakdowns, setups and other disturbances. Similarly in call centers we can establish criteria for availability

The formula is Availability = (Loading time - Downtime) / Loading time

Loading time = the time you planned to load the seat

Downtime = time you lost because of ------------------

Question 1 - what are all the reasons for downtime in any seat ? (Example : Headphones not working, Power failures … )

2) Performance Efficiency = (Theoretical cycle time to answer a call X no of calls attended)/( Loading time - Downtime)

Simply it is the measure of what you suppose to produce in the available hours ( excluding the downtime) versus what you produced actually.

Question 2 : Is it possible to arrive at a theoretical cycle time for answering a call ?

3) Quality Rating = (Total calls attended - Total calls not closed satisfactorily)/Total calls attended.

Question 3 : Is it possible to separate good closing V/s bad closing ?

Finally OSE = Availability Efficiency X Performance Efficiency X Quality Rating

Assume that your availability = 90 %

Performance = 80 %

Quality = 85 %

OSE = 0.9X0.8X0.85 = 61.2 % !!!

Assume that you have 12 seats and you improve OSE of all 12 seats by 10 % ( ie from 61 % to 71 %) then it is equivalent to adding of 2 more seats !!! without any investment.

We can customize it further to suit your requirements. Please let me know in case you need more clarifications.

Best Regards,

17th May 2007 From Singapore , Singapore
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