Arrival Rate is the measurement of how many customers contact a support center within a specific period.
How to Calculate Call Arrival Rate
To calculate this rate, you need two pieces of information: the total number of incoming contacts and the total time passed.
- Choose a Time Frame: Pick a specific window of time to measure, such as one hour or 15 minutes.
- Count the Contacts: Total up all phone calls, chats, or emails that arrived during that exact window.
- Apply the Formula: Divide the number of contacts by the time period.
The Formula:
Arrival Rate = Total Number of Incoming Calls / Total Time Period
Example Calculation
If a call center receives 120 calls in 1 hour:
- The Arrival Rate is 120 calls per hour.
- To find the rate per minute, divide by 60: 2 calls per minute.