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Home » Glossary » Average Time between Calls

Average Time between Calls


What is the average time between calls?

The average time between calls is the compensated time when an employee or computer is unproductive due to reasons that management can or cannot control. It usually refers to full-time and regular employees who would charge for every hour of their time. The average time between calls is also called prep time or average idle time.

Identifying and reducing the average time between calls is essential for companies because it can be extremely costly. The company continues to compensate its employees even if they are not engaged in any meaningful task. Depreciation costs also for computers that aren’t used.

A large amount of unused time indicates that the organization has underused its capital. The longer it takes, the more money the company must spend on production.

What is the average time between calls

Calculating average time between calls

The formula for average time between calls will assist us in calculating the amount of idle time compared to the total working hour. In other words, that is the time that the organization lost as a result of unutilized time.

To measure the average time between calls, subtract the working hour from the total standard hour. The difference is the average time between calls or the amount of time spent idle. 

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