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Calls Per Hour Calculation Messages in this topic - RSS

Guest


4/1/2003
Guest
How do you calculate average CPH (calls per hour)?

- Chad Saephan, Linksys
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Guest


5/1/2003
Guest
We calculate CPH by first finding the agent's Average Handling Time (AHT). Our AHT includes Talk Time, Hold Time and After Call Wrap time. You would then take 3600 divided by their AHT to come up with the CPH. (3600 is 60 seconds X 60 minutes in an hour). For example, if an agent had an AHT of 240 seconds, their CPH would equal 3600 / 220 = 16.36 CPH.

- Dana Schmitt
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Guest


6/1/2003
Guest
Calls per hour, which you obtain from the ACD is simply the number of calls the call center receives per hour. The way CPH is used it is NOT per agent, but rather the total volume.

- Joe Barkai, Diagnostic Strategies
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Guest


10/1/2003
Guest
I think the measure for call times can be a little deceiving. I think as a company the calls per hour should be converted to customers per hour. Using the measure of the total call duration (inbound, outbound and wrap up time) and the number of inbound calls, you can achieve customers per hour. The formula quite simply is number of inbound calls (not outbound, as this is a customer you have already counted) divided by the total call duration and wrap up time. This will give you more of a true picture of what percentage of customers are truly being dealt with.

- Jim
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Guest


5/1/2004
Guest
The way we calculate true calls per hour is taking the agent's number of calls divided by sign on time- (available + aux). This gives us a true reflection of how many calls this person actually took per hour of productive time and puts all the agents on the same plane.

- Jason Coveney, MCCI
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Guest


6/1/2007
Guest
As with most call centre issues or measures the answer to this depends on your business processes. In our case an outbound call may be required to complete the request that came in on the inbound call. For that reason our calculation of TRUE calls per hour is simply:

(calls answered - short calls)/ (login time - wait time)

As you can also see, we do not give any credit for short calls.

- Don Wood, Ricoh Canada
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Guest


12/14/2007
Guest
We calculate CPH by first finding the number of calls the agent took. We then calculate their staffed time (subtracting time spent in lunch or break from their total staffed time as they are not available to take calls during that time). We then simply divide the calls taken by the staffed time and get the agent's CPH.

- Kerri McConkey, FSNB
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