Introduction
Welcome to the world of call centers, where every conversation counts towards creating a seamless customer experience. Companies worldwide rely on call centers as the primary means of interacting with customers. It is, therefore, essential to monitor and measure how effectively the agents handle calls. That’s where TPH comes in!
Talks per hour (TPH) is a vital metric in the call center industry, which measures the number of calls an agent receives (inbound) or makes (outbound) per hour. It is a performance indicator that determines how efficiently the call center operates and how productive the agents are.
Let’s dive deeper and decipher TPH’s meaning, how to calculate it, and how it impacts the call center’s performance.
🔎 If you’re looking for ways to boost your call center’s performance, this article is for you!
What is Tph Meaning in Call Center?
Talks per hour, commonly abbreviated as TPH, refers to the number of calls an agent handles within an hour. It is an essential metric that determines how productive and efficient the call center is. The calculation of TPH varies depending on whether the agent is making outbound calls or receiving inbound calls.
Inbound TPH is calculated by dividing the total number of calls answered by the agent in an hour by the number of hours worked. Outbound TPH is calculated by dividing the total number of calls made by the agent in an hour by the number of hours worked.
The TPH metric forms part of the key performance indicators (KPIs) that call centers use to assess the performance of their agents. A high TPH means an agent is handling numerous calls within an hour, which can lead to increased productivity and profitability.
How to Calculate TPH
Calculating TPH involves some simple math; take the total number of calls made or received by an agent in an hour and then divide it by the number of hours worked. Here is a simple formula;
| Inbound TPH | Outbound TPH |
|---|---|
| Total calls answered ÷ number of hours worked | Total calls made ÷ number of hours worked |
Why TPH is Crucial in a Call Center
1. Improved Productivity: TPH is an indicator of how many calls an agent handles within an hour. A high TPH means an agent is handling more calls within the same timeframe, leading to improved productivity.
2. Enhanced Customer Experience: With a higher TPH, agents can attend to more customers within an hour, leading to shorter wait times and faster issue resolution. As a result, customers are more satisfied and happy with the service provided.
3. Optimized Resource Utilization: A high TPH means the call center can handle more calls with fewer agents, leading to lower costs and optimized resource utilization.
4. Efficient Time Management: TPH helps agents manage their time better by giving them an idea of how many calls they should handle within an hour. This makes it easier to plan and prioritize their workloads.
5. Meet Business Goals: TPH forms part of the KPIs that call centers use to measure their agents’ performance. By achieving a set TPH target, agents can help the business reach its goals and objectives.
FAQs
1. What is a good TPH score in a call center?
A good TPH score varies depending on the type of call center and the complexity of the calls. However, on average, a TPH score of between 12 to 15 is considered good for inbound calls while a score of between 25 to 30 is considered good for outbound calls.
2. Does a high TPH mean good performance?
Not necessarily. While a high TPH means an agent is handling many calls within an hour, it doesn’t necessarily translate to good performance. Other metrics such as customer satisfaction, first call resolution, and call quality should also be considered when assessing an agent’s performance.
3. How can agents increase their TPH?
Agents can increase their TPH by learning to manage their time better, ensuring they take less time between calls, minimizing hold times, and adopting best practices that improve their call handling skills.
4. Can TPH be improved through call center software?
Yes. Call center software can automate repetitive tasks, freeing up agents to handle more calls. It can also provide real-time analytics that agents can use to improve their call handling skills and boost their TPH.
5. Can a low TPH affect the customer experience?
Yes. A low TPH could lead to longer wait times for customers, leading to frustration and a poor customer experience. That’s why it’s essential to monitor and improve TPH to ensure a seamless customer experience.
6. What is the difference between inbound and outbound TPH?
Inbound TPH is calculated by dividing the total number of calls answered by the agent in an hour by the number of hours worked. Outbound TPH is calculated by dividing the total number of calls made by the agent in an hour by the number of hours worked.
7. Is TPH the only metric used to measure agent performance?
No. While TPH is an essential metric, it’s not the only one used to measure agent performance. Other metrics such as first call resolution, customer satisfaction, and call quality are also considered.
8. What are the benefits of using TPH as a KPI?
TPH helps call centers measure the productivity and efficiency of agents, enabling them to optimize their resources and improve the customer experience. It also helps to set performance targets that agents can strive to achieve.
9. Can TPH vary from one call center to another?
Yes. TPH can vary depending on the type of call center, the complexity of the calls, and the skills of the agents. Call centers should set realistic TPH targets that are achievable for their agents.
10. Why is TPH important for outbound calls?
For outbound calls, TPH is crucial as it determines how many calls an agent can make within an hour, leading to improved productivity and customer outreach. A high TPH means agents can make more calls, leading to more sales and revenue.
11. How can call centers monitor TPH?
Call centers can monitor TPH by using call center software that automatically tracks the number of calls agents handle within a specified time frame. It can also be manually calculated by dividing the number of calls made or received by the number of hours worked.
12. What are the common challenges in achieving a good TPH score?
Common challenges in achieving a good TPH score include long hold times, complex calls, inadequate training, and poor call handling skills.
13. How can call centers improve their TPH score?
Call centers can improve their TPH score by implementing best practices that enhance agent time management, providing regular training to improve call handling skills, and adopting software solutions that automate manual tasks.
Conclusion
TPH is an essential metric in the call center industry that determines how efficiently agents handle calls. A high TPH means agents handle more calls within the same time frame, leading to improved productivity, a better customer experience, and optimized resource utilization.
If you’re looking to improve your call center’s performance, don’t overlook TPH. Use it as a KPI to set targets and monitor agent performance. With the right tools and best practices, you can achieve a high TPH score and reap the benefits that come with it.
Take Action Now!
Implement TPH as a KPI in your call center and set targets for your agents.
Use software solutions to automate repetitive tasks and free up agents to handle more calls.
Provide regular training to improve call handling skills and boost TPH.
Disclaimer
The information in this article is for informational purposes only and does not constitute professional advice. Call centers should seek professional advice before implementing any changes based on the information provided.