Measuring RPH

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Written by Jonty Pearce

Measuring RPH

Tis is my first Post so please forgive me if this in the wrong spot.

I’m looking for a simple excel formula to measure RPH using AHT, hours, and OCC.

Thanks 🙂

Question asked by Amanti

What Does RPH Stand For?

What does RPH stand for? I’ve not seen this before.

Does the RP stand for Right Party or does the PH stand for Per Hour? Revenue Per Hour?

With thanks to Jonty

Revenue Per Call

Sorry Revenue per call

So Number of Calls handled, Production Hours, AHT, Occ, cost per call.

With thanks to Amanti

Revenue Per Hour

Revenue per Hour

With thanks to Amanti

Found It

Ok I found my long lost notes. I really don’t know how I forgot this.

3600/CST x Cost per call x Occ will give you your Revenue per hour.

With thanks to Amanti

Author
Jonty Pearce

Jonty Pearce walked into his first call centre in 1989 and has been hooked ever since. He founded Call Centre Helper in 1989.

He is an Engineering Graduate with a background in marketing and publishing. In 2020 he won the AOP Digital Publishing Award for The Best Use of Data.

He writes and speaks on a wide variety of subjects - particularly around forecasting and scheduling. His in depth knowledge of forecasting algorithms has earned him the nickname "Mr Erlang."

Connect with Jonty on LinkedIn

Measuring RPH

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Measuring RPH

What Does RPH Stand For?

Revenue Per Call

Revenue Per Hour

Found It

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