Average Calls Per Hour (ACPH) is a key performance indicator (KPI) frequently used in contact centers and other customer service environments. It provides a measure of call volume over a specific period, offering insights into staffing needs and operational efficiency. Calculating this metric involves dividing the total number of calls received by the number of hours in the period being analyzed. For instance, a call center receiving 600 calls over an 8-hour shift has an average of 75 calls per hour.
Understanding call volume patterns through this type of analysis allows businesses to optimize resource allocation, predict peak hours, and improve customer service levels. Historically, managing call volume has been a significant challenge, but with accurate measurement and analysis, organizations can make informed decisions regarding staffing levels, training programs, and technology investments. Effectively managing peak call times reduces customer wait times, improves agent satisfaction, and ultimately contributes to enhanced customer loyalty and profitability.
