Enter the number of calls handled, average call duration, and total time worked into the calculator to determine the call center productivity in terms of calls handled per hour.
Call Center Productivity Formula
The following formula is used to calculate the call center productivity:
P = {C}/{T}Variables:
- P is the productivity (calls per hour)
- C is the number of calls handled
- T is the total time worked (hours)
To calculate call center productivity, divide the number of calls handled by the total time worked in hours.
What is Call Center Productivity?
Call center productivity is a measure of how efficiently a call center operates, typically expressed as the number of calls handled per hour by an agent or the entire center. It is a critical metric for assessing the performance of call center staff and the overall effectiveness of the call center’s operations.
How to Calculate Call Center Productivity?
The following steps outline how to calculate the Call Center Productivity:
- First, determine the number of calls handled (C).
- Next, determine the total time worked by the agent or the call center (T) in hours.
- Use the formula from above P = C / T.
- Finally, calculate the productivity (P) in calls per hour.
- After inserting the variables and calculating the result, check your answer with the calculator above.
Example Problem:
Use the following variables as an example problem to test your knowledge.
Number of calls handled (C) = 120 calls
Total time worked (T) = 8 hours
