Utilization is a term often associated with billable consultants and not necessarily with Support staff focused on case resolution or project activities. Utilization can be used as an appropriate measure of the efficiency of Support organizations.
In the case of Support, it is possible to measure the utilization rate of support staff scheduled to handle inbound customer cases. Utilization can also be applied to other types of work such as case backlog management. The granularity by which you measure utilization requires increasingly detailed data about support operations.
In this Playbook we examine how to calculate utilization rates for distinct support activities including:
- New Case Management
- Backlog Management
- Project Management