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Relationship between call volume and BHT

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  • #35112 Reply

    We are trying to reconcile our peak busy hour with our increased call volume. I haven’t found any good way to associate call volume increase and busy hour.

    For example, we expect our call volume to increase 15%. With all other things being equal, what could I expect in terms of busy hour increase?

    I presumed a linear relationship between increasing call volume and busy hour is not accurate.

    Any help is appreciated.


    #35113 Reply

    “with all other things being equal” I assume you have not attracted extra traffic through sales campaigns, discounts offered etc so the growth is just more of your standard business traffic.
    If so a linear relationship is an acceptable assumption.

    15% growth for no effort? excellent–send some my way!!

    #35114 Reply


    You may need to consider whether your new line of business is the same as that you have at present. If it was aimed at a specfic age group, the peak time may vary to your existing profile. IF you advertise, when do the adverts take place etc etc

    You may also need to look at the expected call handle time for the new business. Your peak hour in terms of calls may vary to your peak in terms of resources if the handle time for the new product varied considerably

    #35115 Reply

    Thank you for the feedback. We expect our average handle times to remain the same. The increase is simply our business growing, no new lines or campaigns or anything.

    I thought a linear relationship would be too simple, lol!

    Thanks again for the advice.


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Reply To: Relationship between call volume and BHT
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