Choose center cost per call, total center cost, equivalent call volume, campaign cost per call, or center cost per handling minute. Enter the shown values for the same period. Optional comparison bounds use your own documented range; no industry benchmark or handle-time preset is assumed.

Divide center operating costs by answered calls. Use the same period for both.

Include operating costs for the same period and call population as your count.

Enter a whole count. Finding cost per call or minute requires at least one call.

Your comparison range

Optional. Blank means no lower bound. Use a documented, comparable range.

Optional. Blank means no upper bound. No industry benchmark is assumed.

Calls Rate Formula

CR = TC / C

Variables:

  • CR is the Calls Rate ($/call)
  • TC is the total center cost ($)
  • C is the number of calls answered

To calculate the Calls Rate, divide the total center cost by the number of calls answered.

How to Calculate Calls Rate?

The following steps outline how to calculate the Calls Rate.

  1. First, determine the total center cost ($). 
  2. Next, determine the number of calls answered. 
  3. Next, gather the formula from above = CR = TC / C.
  4. Finally, choose Center cost per call and select Calculate. A positive whole call count is required.
  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 center cost ($) = 5000

number of calls answered = 2000; cost per call = $5000 / 2000 = $2.50

FAQs

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

Calculating the Calls Rate helps in understanding the cost efficiency of a call center’s operations. It allows managers to analyze how effectively resources are being utilized in answering calls and can guide decisions on staffing, budgeting, and process improvements.

How can improving Average Handle Time (AHT) impact the Calls Rate?

Shorter Average Handle Time may affect capacity and staffing, but it does not automatically reduce cost per call. With total cost and call count fixed, cost per call remains unchanged. Cost per handling minute equals total cost divided by calls multiplied by AHT in minutes.

Are there any tools or software recommended for tracking these call center metrics?

Yes, there are various call center software solutions available that offer real-time analytics and reporting features. These tools can track AHT, Calls Rate, call volumes, and other key performance indicators, helping managers to make informed decisions.

Can the Calls Rate formula be applied to other types of customer service centers, such as technical support or sales?

Absolutely. The Calls Rate formula is versatile and can be applied to any operation that involves handling calls, regardless of the industry. It’s a fundamental metric that can help assess the cost-effectiveness of customer service, technical support, sales, and other telephony-based services.