Introduction
A call centre is a critical hub of customer interaction in many industries. One crucial metric in the call centre industry is the number of calls handled per hour. Keeping track of this can be a challenging task due to the high volume of calls. However, a ‘Call Centre Calls Per Hour Calculator’ can effectively simplify this process. This article will discuss the working, formula, and example of a Call Centre Calls Per Hour Calculator.
Working of a Call Centre Calls Per Hour Calculator
The calculator works by dividing the total number of calls a call centre receives in a particular duration by the total number of hours. The result gives an average representation of the calls received by the call centre per hour. This helps in understanding the call volume and aids in resource planning and management.
The Formula
The formula used by the Call Centre Calls Per Hour Calculator is straightforward:
Calls Per Hour = Total Calls / Total Hours
Here:
Total Callsis the total number of calls received by the call centre.Total Hoursis the total working hours during which the calls were received.
The result will provide an average number of calls received per hour.
Example
Let’s understand this with an example:
Assume a call centre receives 400 calls in an 8-hour shift. Here’s how the calculator would compute the calls per hour:
Calls Per Hour = Total Calls / Total Hours = 400 calls / 8 hours = 50 calls per hour
Hence, on average, the call centre handled 50 calls per hour during this shift.
Conclusion
Understanding the rate at which a call centre handles calls is crucial for its efficiency. A Call Centre Calls Per Hour Calculator makes this job easier by giving a tangible measure of call volumes handled.