Calls Per Hour (CPH) is a metric used in the contact center that tells managers how productive our contact centers are based on the number of calls our agents receive in an hour. It is a helpful tool that allows us to track over-all productivity. However, getting an accurate picture of contact center productivity can be a little tricky because there are various factors that can affect CPH.
FACTORS AFFECTING CALLS PER HOUR
- Shift changes
- Time away for agents
- Seasonal changes
- Agent training
Shift changes are transitions that happen every day in the contact center and can have a short-term impact on an agent’s CPH. For example, as a portion of the staff may be getting off work, those agents whose shift is continuing may find themselves a little busier at this time of the day as they cover more incoming calls during the shift transition. Once the agents are fully logged into their systems, the incoming calls can be more evenly dispersed. There are also times, during the course of a shift, that an agent may need to step away from their desk. Sometimes these are for personal reasons, and sometimes agents may find themselves having to take some extra time to service a customer; this can also impact the number of calls they are able to take in a given hour.
Seasonal changes are another factor that affects CPH. The holiday season is always a very busy season in the contact center and most contact centers will find that every agent’s CPH rises significantly during the busy shopping season.
Finally, there are also times when an agent will need to be trained and this can also impact their CPH. For example, when new agents join the team but are not yet ready to begin fielding calls, it falls on current agents to cover the surplus of incoming calls. Additionally, here at Centris, when we acquire a new client, we may take anywhere from 30-60 days to train our team on the new client products, services, and procedures. The time we invest in training will also directly impact CPH. It is common for us to divide our agents into two teams for training; while one team is being trained, the other team will be handling incoming calls. For the team handling the calls, their CPH will typically increase significantly.
How Calls Per Hour Fits Into a Healthy Contact Center Scorecard
Here at Centris, CPH is just one metric we use to help us continually improve the most important outcome of all: the customer experience. A high calls-per-hour number can look efficient, but it should never be evaluated in isolation. If agents are rushing callers, skipping discovery questions, or creating repeat contacts, the contact center may appear productive while customer satisfaction declines.
A stronger scorecard balances CPH with Customer Satisfaction (CSAT), First-Call Resolution (FCR), Average Handle Time (AHT), quality assurance scores, occupancy, transfer rate, and escalation patterns. This gives leaders a more complete view of whether agents are moving quickly while still solving the customer’s issue correctly.
Using Metrics for Coaching, Not Just Reporting
The real value of contact center metrics is coaching. When a manager sees an agent with unusually low CPH, the next step should be to understand why. The agent may need product training, better knowledge-base access, help with call control, or support handling difficult call types. When a manager sees unusually high CPH, the question is whether the agent is maintaining quality and empathy while working efficiently.
Centris uses performance monitoring, quality assurance, and operational reporting to help teams identify patterns before they become customer experience problems. With the right coaching model, metrics become a tool for stronger service rather than a source of pressure.
Why Nearshore Teams Need the Right Metrics
For nearshore contact center programs, measurement is especially important because it gives client teams confidence that outsourced support is operating as a true extension of the brand. Shared reporting helps align expectations, refine training, and ensure customers receive consistent support across voice, chat, email, and bilingual service channels.
If your team is reviewing contact center performance, consider how CPH fits into the larger picture of service quality, agent enablement, and customer retention. To learn more about building a stronger support operation, explore Centris customer support services or quality assurance solutions.