The total number of contacts or interactions representatives are able to process within an hour on average. This is a consideration of the representatives’ AHT, their scheduled availability to assist customers, and the availability of customers requiring assistance. CPH differs from AHT in that it penalizes work time not engaged in productivity, whereas AHT only factors once work has started.
Measurement: (Total Contacts Handled)/(Total Hours Scheduled)
Benchmark: Guided by the AHT of each customer type, expected representative availability, and the arrival patterns of customers. Higher scores are better.
Importance: The more contacts representatives are able to process in an hour, the more the business is able to access customer value and maximize revenue. Higher CPH also means the same business value can be accessed with fewer representatives or the same existing representatives can do even more work.
Alternate Terms: CPH