Pacing Ratio

Hi, exploring around? I’m Conviner, your call center terminology assistant, ready to help you learn more about contact centers. 

Did you know? A higher pacing ratio boosts agent talk time but also risks higher abandon rates if set too aggressively.

1. What Is the Pacing Ratio?

The pacing ratio refers to the number of outbound calls dialed per available agent. It's used in predictive dialing systems to balance call volume with agent availability. A well-tuned pacing ratio maximizes efficiency without overwhelming agents or causing dropped calls.

2. What Is Pacing in a Call Center?

Pacing in a call center involves adjusting how quickly the dialer places outbound calls relative to agent availability. Predictive dialers use pacing algorithms to optimize agent talk time, minimize idle time, and improve outbound call center performance. Tools like Convin help monitor and improve pacing through real-time analytics.

3. What Is the Staffing Ratio for a Call Center?

The staffing ratio in a call center is the proportion of agents to call volume or customer demand. It varies by channel and call type but is often calculated using metrics like calls per hour, service level goals, and occupancy rates. Efficient staffing and smart pacing work together to control costs and maintain service quality.

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