Forum Discussion
Helper VAverage Clients Per Hour, over a monthly timeframe
Helper Vlbendlin My business is a call centre, we 'see / talk to' clients on a 24 / 7 basis, even bank holidays, Xmas etc. It's a round the clock business.
We want to look at our productivity per hour in terms of no. clients seen / spoken to, as new technology needs to be evaluated in business cases to determine whether they have helped in our efficiency or not. Hence looking at average per hour.
As already detailed, I know how many clients, on average, we see / talk to per day. That's a done deal with the formula 'A Test' in my sample data.
I accept each month has a different number of days, but when looking at Apr-14 numbers, you can see the total at the bottom is NOT the average per hour, over the course of the month. The average in this respect should be 1.28 clients per hour for Apr-14.
I need a formula, to be able to calculate this - hence my question and sample data. It seems it's a tricky one! Once I have a formula I can apply it to the 10 years of data we have, and understand how, at various points in history when we have invested in new technology, or had a recruitment drive, the productivity / efficiency has increased (or not).
Thanks for your help.
Super UserNot sure where the 1.28 for Apr 14 comes from. I get different values.
- Creative_tree88
lbendlin Looks like it's 'counting' the blank cells and then dividing by all the days. That makes sense but I need to only count the days where there is a number, to find the true average based on those only and not the blank cells.
Is there a way to do this? Back in 2014/15 there would have been quite a few days where clients were not seen / talked to on the phone, as beginning of business. However, later years all days will be covered with a digit.
However, need to adjust for calculating those cells with blank in them - sorry to be a pain, but I think it's close. I get your calculations, just need to take blank cells into account.
- lbendlin
My business is a call centre, we 'see / talk to' clients on a 24 / 7 basis, even bank holidays, Xmas etc. It's a round the clock business.Is it , or is it not?
- Creative_tree88
lbendlin It is - don't forget, this is sample data, so it is not going to be 100% correct to my business model I'm using. As I said, there WILL be blank days at the beginning when we were starting up.
Just wanting to find a way to calculate this - if you can help, great. It looks like this has stumped most of the community.