Agency Utilization Rate: What It Is & How to Use It | Teami

Agency Utilization Rate: What It Is, and How to Use It

Unlocking Efficiency and Profitability: Understanding Agency Utilization Rate and its Impact on Business Operations

In the dynamic world of business, every second counts. That's why understanding the concept of agency utilization rate is crucial. 

This metric can make or break an agency's success. It's more than just a number; it's a reflection of your agency's efficiency, profitability, and overall performance. 

In this article, we'll delve into the intricacies of agency utilization rate, from defining it to understanding its impact on business operations. 

We'll also explore the significance of billable and non-billable time, the concept of productive time, and how these elements influence your utilization rate. Furthermore, we'll discuss the role of agency utilization rate in business performance, its significance, industry benchmarks, and strategies to optimize it. 

And yes, we'll also touch upon how tools like Teami’s timesheet software can play a pivotal role in tracking and improving your agency's utilization rate.

Deep Dive into Agency Utilization Rate

Defining Agency Utilization Rate

Agency utilization rate, also known as client utilization, is one of the essential utilization rates and is a vital metric in business operations. It measures the percentage of an employee's working hours that are devoted to client work. 

Note that client work is Delivery Time and not Billable Time. There are instances when not all hours worked for clients can be billed. This might happen on fixed fee projects or when a project exceeds its budget or requires some free rework. In these cases, some of the hours worked on the project may not be billable but are still Delivery Time.

Metrics like agency utilization and total utilization which includes both billable and non-billable hours, provide a more comprehensive view of how employees are using their time and resources, beyond just billable hours. By considering these metrics, organizations can gain a deeper understanding of their productivity levels and make informed decisions about resource allocation.

How to Calculate Agency Utilization

Agency utilization is calculated by dividing the sum of client hours worked (billable and non-billable client hours) by the total number of hours worked.

This gives you a percentage, which represents client time vs total time.

For instance, if an employee works 28 billable client hours, 8 non-billable client hours and 4 non-billable internal hours out of a 40-hour work week, their client utilization for that week would be 90% [(28 + 8)/40 x 100]. This means that 90% of their work directly relates to productive client work. 

The Importance of Measuring Agency Utilization

Assessing Productivity

The evaluation of agency utilization is critical in assessing the productivity of employees, teams, and the agency as a whole. 

It is important to evaluate agency utilization because it acknowledges that an employee's non-billable hours may not directly reflect their performance. For example, if a client project exceeds its planned timeline or budget, or if an employee has to step in to assist a struggling project, the non-billable client hours incurred should not be seen as the employee's responsibility.

Considering agency utilization allows for a more complete evaluation of an employee or company's utilization by taking into account all hours spent on client work, regardless of whether they can be billed or not.

Assess Capacity

Monitoring the amount of time individuals dedicate to productive tasks per week aids in assessing their capacity for work. By closely observing the workloads of your employees, you can anticipate their potential to handle additional tasks.

Evaluating agency utilization rates will reveal if there is consistent overuse of any individual, skill, or team. With this valuable information, you can promptly and decisively address excessive workloads, protecting your team members from burnout and overwork.

Inform Staffing Decisions

Having the utilization figures readily available makes it easier to make the case for hiring new employees. Areas with high levels of overutilization may indicate a need for additional resources, which should be taken into consideration when planning for staff.

Industry Benchmarks for Agency Utilization Rate

Understanding Industry Standards

Different agencies have their own unique billable utilization percentages, which are often indicative of their operational efficiency and culture.The utilization rates should also differ based on the role level.

While some agencies have a target utilization rate of 85 to 90 percent, the recent 'Benchmark for Agencies' report from BenchPress found that the actual average utilization rate is much lower at approximately 65 percent. The report further breaks down the average utilization rates by role, revealing that Junior roles have an average utilization rate of 75 percent, Mid-level roles have 73 percent, Senior roles have 63 percent, and Director roles have 37 percent.

Consequences of Falling Below or Exceeding Standards

Failing to meet the industry benchmarks for utilization rate can have significant consequences. 

Falling Below Standards

A low rate of agency utilization may suggest too much time on internal non-billable work and can be an indication of productivity or performance problems.

Exceeding Standards

Going above the standards is not necessarily positive either. 

A high agency rate may indicate that staff are overworked and potentially close to burnout and might be a sign of poor project planning or resource allocation. 


Therefore, it's crucial for agencies to manage their utilization rate carefully and strive to stay within the industry standards to ensure sustainable and efficient operations.

Strategies to Optimize Agency Utilization Rate

Role of Time Management

To optimize utilization rates, one of the most effective approaches is using advanced time-tracking software with utilization calculation features - tools like Teami. This data can then be used to identify areas of inefficiency and develop targeted improvement strategies. 

According to the recent [2023] BenchPress’ ‘Benchmark for Agencies’ report, using software boosts utilization rates. Agencies that use spreadsheets to track time and manage projects and resources had an average utilization rate for non-director roles of 66%. Those that use software had an average utilization rate for non-director roles of 75%. That difference translates directly into profitability.

Remember, the goal is not just to maximize billable hours, but to also ensure high-quality work, allow time for learning and development, and effectively allocate billable and non-billable time to the appropriate role level.

Examples and Case Studies

Real-world examples and case studies can provide valuable insights into how other agencies have successfully improved their utilization rates.

Parakeeto, a marketing agency, provides a comprehensive guide on how to master utilization. They emphasize the importance of tracking time spent on client work and highlight the role of billable efficiency and provide industry benchmarks for utilization. Their approach to improving utilization rates includes filling the sales pipeline, fixing client dilution, optimizing tools and processes, and reviewing culture and policies.


In the dynamic world of agency operations, the agency utilization rate stands as a pivotal metric, influencing both efficiency and productivity. From understanding the concept to recognizing its role as a performance indicator, we've delved into the depths of agency utilization. We've explored its importance in assessing productivity and capacity and informing staffing decisions. Industry benchmarks serve as guiding lights, while the consequences of deviating from these standards underline their importance. Finally, we've shared strategies to optimize your agency's utilization rate with the power of tools like Teami. As we conclude, remember that mastering your agency's utilization rate is a journey of continuous improvement, and every step taken towards optimization is a step towards success.

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