True calls per hour

True calls per hour definition

True calls per hour is a call center metric used to evaluate an agent’s output of calls compared with the performance across shifts and call volumes. It is calculated by the number of calls divided by the occupancy rate. 

Why use the true calls per hour metric?

One of the important responsibilities of agents is to answer incoming calls, and managers need a way to identify the top performers and those who require more training.

The common notion is that the agent who takes the most calls is the best in the call center. Several call centers have exclusively paid operators based on the number of calls they have completed.

However, it is important to acknowledge that the quantity of calls has no bearing on the quality of those calls. There are also other factors at play here, such as the volume of calls within a certain shift.

What is the calls per hour metric?

A similar metric to true calls per hour, calls per hour factors in the wait time to determine the productivity of a call center agent. This recognizes the fact that employees operate in various shifts and get different call volumes.

Calls per hour is calculated by dividing the total of handled calls by the difference of the time logged in and the wait time.

Things to consider

There are numerous elements that will impact the agent’s call per hour outside their control, such as the call arrival rate, caller knowledge, and the accuracy of the forecast and timetable.

That said, while calls per hour is a helpful metric, call quality may suffer if it is overemphasized.

Instead of meeting the requirements of the consumer who calls, the agents will be focused on the number of calls they handle throughout a shift. 

To allow the agent to handle the call as fast as feasible to move on to the next, shortcuts may be used to address difficulties, information may be overlooked, or processes may be skipped entirely.