Average Calls per Hour
This is an efficiency metric which measures how many calls are being made on average each hour. By breaking this down by channel or Staff Member, you can identity individuals who may be spending too little or too much time on each individual calls rather than qualifying efficiently – or even those whom may simply not be making enough calls at all! If you are running script-based or variant campaigns, then you may find it beneficial to measure the performance of individual callers within a campaign against the overall mean performance, in order to identify those whom are under or over-performing. This will also allow you to set a barometer for members of the team to aim for.
Making the KPI
To create Average Calls per Hour you will need to know the following, which can be uploaded as non-financial information:
- The number of hours worked by Staff Member, Campaign or Other
- The number of Calls placed by Staff Member, Campaign or Other
In the below example we are segmenting by Campaign and then by Staff Member:
After uploading our data we can create our KPI by dividing the number of Calls placed by each Staff Member by the number of Hours worked:
And we’re done!