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12th April 2022
Can anyone please inform me the meaning of Throughput in WFM?
Question asked by Deepak
Not come across this term before but i am pretty certain that it is the Contact Volume per Hour/ Day.
e.g. 2500 Calls per Hour.
With thanks to Jonty
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."
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24th September 2025
From Insight to Impact: The Next Era of CX and AI Leadership – Webinar
