Enter the total number of calls and the total time (hrs) into the Calculator. The calculator will evaluate the Calls Per Hour.

## Calls Per Hour Formula

CPH = TC / T

Variables:

• CPH is the Calls Per Hour (calls/hr)
• TC is the total number of calls
• T is the total time (hrs)

To calculate Calls Per Hour, divide the total number of calls by the total time.

## How to Calculate Calls Per Hour?

The following steps outline how to calculate the Calls Per Hour.

1. First, determine the total number of calls.
2. Next, determine the total time (hrs).
3. Next, gather the formula from above = CPH = TC / T.
4. Finally, calculate the Calls Per Hour.
5. 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.

total number of calls = 500

total time (hrs) = 34

What is the importance of calculating Calls Per Hour in a call center?

Calculating Calls Per Hour (CPH) helps in assessing the efficiency and productivity of call center agents. It allows managers to identify areas for improvement, allocate resources effectively, and ensure customer inquiries are handled promptly.

Can the Calls Per Hour metric be used to evaluate individual agent performance?

Yes, the Calls Per Hour metric can be used to evaluate individual agent performance by comparing their CPH rate against the team average. However, it’s important to consider other factors such as call quality and customer satisfaction when assessing overall performance.

How does the total time (hrs) impact the Calls Per Hour calculation?

The total time (hrs) directly impacts the Calls Per Hour calculation as it represents the denominator in the formula. A higher total time will result in a lower CPH, indicating fewer calls handled per hour, and vice versa.

Are there any limitations to using Calls Per Hour as a performance metric?

While Calls Per Hour is a useful metric for measuring efficiency, it has limitations. It doesn’t account for the complexity of calls or the quality of service provided. Relying solely on CPH could encourage agents to rush calls, potentially compromising customer satisfaction.