What is contact per hour?
The contacts per hour is a call center metric that provides insight into the team’s productivity. The metric shows how many clients of leads are being contacted on an average business-operating hour.
The Contacts Per Hour metric is also helpful to evaluate the outputs of contact center frontline agents who work in various shifts and receive varying call volumes. Contacts per hour reporting frequency are weekly.
Factors that affect contacts per hour
Contacts per hour are a helpful method for tracking overall efficiency. Increased customer service marketing conversion rates may result in fewer contacts per hour. The explanation for a possible drop in contacts per hour is that it takes a bit longer to offer a product than dealing with rejection. The more sales you have, the fewer contacts per hour.
A higher overall number of orders can also result in fewer contacts per hour. If your sales and marketing agents are upselling and cross-selling while on call, the average transaction size could increase. Upselling, which cross-selling takes time and can boost the call’s handle time. The larger the average order size, the fewer contacts per hour you would usually see.