Call-in Rate (CIR)

Understanding the Call in Rate (CIR) Definition

The call in rate (CIR) definition refers to a key contact center metric that measures the volume of incoming calls within a specific timeframe. Essentially, the call in rate (CIR) helps companies track the number of inbound phone contacts their support agents receive and how these numbers fluctuate. This metric provides a clear view of customer demand and support workload.

By monitoring the call in rate, businesses can make smarter decisions about staffing and resource management. It helps identify peak hours, seasonal trends, and busy periods. This allows for adjustments to ensure enough agents are available to meet customer needs. Proper workload management helps improve customer satisfaction and loyalty.

A sudden spike in the call in rate can also signal urgent problems. It might point to issues with a new product, a surge in negative reviews, or a drop in customer satisfaction. Monitoring this metric allows companies to react quickly to these dynamic situations. While CIR traditionally applies to phone calls, the concept can extend to other channels like email, chat, or social media messages.

How to Calculate the Call-in Rate (CIR)

There are different formulas for the call-in rate (CIR) depending on the business model.

A common formula calculates the average number of calls per hour. It divides the total number of incoming calls by the number of operating hours. Contact centers might adjust this formula. For instance, they may only count answered calls or exclude abandoned ones.

• Formula: CIR = Total Incoming Calls / Total Operating Hours

Another approach calculates the call-in rate per user. This is common for subscription-based services. It divides the number of inbound calls by the number of paying customers.

• Formula: CIR = Total Inbound Calls / Total Paid Users

Calculation Examples

Here are two examples of how to calculate the call-in rate (CIR).

Example 1: Hospitality Company (Off-Season)
An international travel company receives 850 calls during its 14-hour operating day in the off-season.

• Calculation: 850 calls / 14 hours = 60.7 calls per hour
• Conclusion: Agents handle just under 61 calls per hour. The existing staff can likely manage this volume efficiently.

Example 2: Hospitality Company (Peak Season)
During the busy holiday season, the same company receives 1,500 calls per day.

• Calculation: 1500 calls / 14 hours = 107.1 calls per hour
• Conclusion: The call volume nearly doubles to over 107 calls per hour. The company may need to hire more staff or use advanced call management tools to maintain service quality.

What Is a Good Call-in Rate (CIR) Benchmark?

Determining a universal benchmark for the call-in rate (CIR) is challenging. The ideal rate varies widely based on industry, business size, and product complexity. For example, a clothing retailer’s calls about returns are often quick to resolve. In contrast, a financial institution’s calls about complex banking issues require more time and specialized knowledge.

However, some industry-specific benchmarks exist. In the telecommunications sector, a good weekly call-in rate is around 3–4 calls per subscriber. More important than a single number is the trend over time. As a company grows, its call-in rate should ideally stay the same or decrease, indicating improved efficiency or product stability

Start tracking your call in rate today to enhance your customer support strategy and boost efficiency.