What is CPH in a call center? Explaining the terminology and points for improvement!
What is CPH in a call center? Explaining the terminology and points for improvement!
Blog Article
CPH is one of the important indicators for measuring the productivity of a call center.
Because call centers are the point of contact with customers, they are expected to operate smoothly and with high customer satisfaction.
For this reason, many managers and operations staff are probably concerned about how to improve the productivity of their call centers .
This article summarizes basic USA Students Email List knowledge about CPH in call centers, as well as points to improve.
We hope you will find it useful in improving the productivity of your call center.
What is CPH for call center?
CPH stands for Calls Per Hour, and is the number of calls handled by one operator in one hour. Because it shows the number of calls each operator can handle per hour, it is an important indicator for evaluating the capabilities of operators and the productivity of call centers.
Therefore, if the CPH value for the entire call center is high, it can be said that the operation is efficient.
In order to improve the productivity of a call center, it is necessary to improve CPH
. The reason for this is that a low CPH means that the number of inquiries to be handled is low, which may directly affect customer satisfaction, such as "it is difficult to get through to the call center" or "the phone conversation takes too long.
Therefore, improving CPH is an important indicator for establishing a system for efficient call center operation and improving customer satisfaction.
Knowing the CPH can help you guess the problems your call center may be facing, but simply looking at the numbers will not lead to improvements.
We have summarized two points to keep in mind when checking CPH, so we hope you will find it useful.
CPH alone does not reveal the problem
As explained earlier, the reason for low CPH is not only the time it takes to answer the phone with customers, but also the post-call processing work after the call.
Therefore, the CPH figure alone does not clearly indicate where the problem lies in the call center as a whole.
Because CPH is an indicator of Business To Business Mailing Lists how much an operator responded per hour, even if you notice a decrease in CPH, you should avoid setting difficult targets for operators or forcing them to provide training to improve .
Taking random improvement measures may lead to a decline in operator motivation.
Incorrect guidance for operators or setting unreasonable goals may actually lead to a decline in CPH.
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