• 3,000 firms
  • Independent
  • Trusted
Save up to 70% on staff

Home » Glossary » Calls per Agent per Hour

Calls per Agent per Hour

Definition

What are the calls per hour per agent?

The Calls Per Hour metric is used to assess efficiency outputs for call center frontline agents working various shifts with varying call volumes. 

Call center supervisors are continually searching for new ways to evaluate the efficiency of contact center agents. Historically, this was achieved by counting the number of calls an agent answered in a shift or per hour.

Calls per hour can cause people to rush through calls, compromising customer service, or worse, answer a call and hang up without saying something, pegging a call but not helping the customer at all. Productivity measurements should be closely considered for the behavior they should induce, and they should be combined with other efficiency and consumer satisfaction indicators.

What are the calls per hour per agent

How to calculate calls per hour per agent 

To get the metric of calls per hour per agent, find the number of calls per hour per agent you would take the number of calls over a week and divide that by the number of hours worked. These statistics should be available in your automated call distribution (ACD) reports.

The call arrival rate, the types of calls, the expertise of the callers, the communication capacity of the callers, the consistency of the prediction and schedule, obedience to schedule (especially the others in the group,) and absenteeism are all variables that will impact the agent’s calls per hour metric.

Get Inside Outsourcing

An insider's view on why remote and offshore staffing is radically changing the future of work.

Order now

Start your
journey today

  • Independent
  • Secure
  • Transparent

About OA

Outsource Accelerator is the trusted source of independent information, advisory and expert implementation of Business Process Outsourcing (BPO).

The #1 outsourcing authority

Outsource Accelerator offers the world’s leading aggregator marketplace for outsourcing. It specifically provides the conduit between world-leading outsourcing suppliers and the businesses – clients – across the globe.

The Outsource Accelerator website has over 5,000 articles, 450+ podcast episodes, and a comprehensive directory with 3,900+ BPO companies… all designed to make it easier for clients to learn about – and engage with – outsourcing.

About Derek Gallimore

Derek Gallimore has been in business for 20 years, outsourcing for over eight years, and has been living in Manila (the heart of global outsourcing) since 2014. Derek is the founder and CEO of Outsource Accelerator, and is regarded as a leading expert on all things outsourcing.

“Excellent service for outsourcing advice and expertise for my business.”

Learn more
Banner Image
Get 3 Free Quotes Verified Outsourcing Suppliers
3,000 firms.Just 2 minutes to complete.
SAVE UP TO
70% ON STAFF COSTS
Learn more

Connect with over 3,000 outsourcing services providers.

Banner Image

Transform your business with skilled offshore talent.

  • 3,000 firms
  • Simple
  • Transparent
Banner Image