How to Calculate Normalised Calls Per Hour

Author: CCa2z

Date: 19th November 2009

Contact centres that rely on agent calls per hour as a key metric come under fire as it doesn't provide a good comparison for agents.

Over a working window agents may work different shifts, during peaks or troughs and maybe full-time or part-time.

It is, therefore, very difficult to compare the calls per hour performance of two agents from any these different groups.

What many contact centres do not do is 'normalise' calls - put all agents on a level playing field.

If online time is made up from;

Talk, Available, After Call Work and Break - then the online time is divided by the agent call volume to deliver calls per hour.

In the 'normalised' calculation, Available time is taken out from the online time total then divided by the agent call volume.

By taking out Available time, call peaks / troughs and full-time / part-time are levelled out.  Agents working at peak periods will normally have limited available time compared with agents working at quieter times with more availability.

As a result agents working the quieter shifts would, by default, have a lower calls per hour.


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