Call Arrival Rate

What does call arrival rate mean?

Call arrival rate measures how many calls a call center receives over a specific time, for instance – over an hour or a day.  This metric helps managers understand customer service demand, plan team availability for busy times and prepare for peak hours. By keeping track of how many calls come in, managers can schedule staff shifts and use resources wisely, ensuring customers aren't waiting too long and service stays smooth. This insight is essential for maintaining call center efficiency and planning for future customer support needs. In short, call arrival rate measurement helps call centers with: 

• Workforce management 
• Call center scheduling 
• Service level agreements 
• Resource allocation 

To calculate the call arrival rate, first decide on a time unit — minutes or hours — and then divide the number of incoming calls by that period.  

For example: If a contact center receives 8,400 calls in one day (24 hours), the call arrival rate per hour is calculated by dividing 8,400 by 24, resulting in 350 calls per hour. 

Factors that influence call arrival rate

The call arrival rate is highly situational. Here are a few scenarios in which you may experience a spike. 

• Marketing campaigns: New marketing drives often spike call volumes as customers react to ad campaigns or offers. 
• Seasonal variations: Call volumes surge during peak periods like holidays or tax season due to seasonal customer behavior. 
• Product releases and updates: New or updated products frequently prompt calls for support or information, raising call rates. 
• Service disruptions: Outages or disruptions in service typically lead to a surge in calls as customers seek updates.