Enter the total center cost ($) and the number of calls answered into the Calculator. The calculator will evaluate the Calls Rate.
Calls Rate Formula
CR = TC / C
Variables:
- CR is the Calls Rate ($/call)
- TC is the total center cost ($)
- C is the number of calls answered
To calculate the Calls Rate, divide the total center cost by the number of calls answered.
How to Calculate Calls Rate?
The following steps outline how to calculate the Calls Rate.
- First, determine the total center cost ($).
- Next, determine the number of calls answered.
- Next, gather the formula from above = CR = TC / C.
- Finally, calculate the Calls Rate.
- 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
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?
Improving AHT can directly impact the Calls Rate by reducing the cost per call. A lower AHT means that each agent can handle more calls within the same amount of time, potentially reducing the need for additional staff and lowering the overall center cost.
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.
