# of calls per hour

[beach48]

Hello,

I am seeking information regarding # of expected calls per hour - both in a busy physicians office and/or call centers

Understanding that many things can factor into the # that are done.

What has your company or medical group given as a "standard or bench mark"?

Thanks in advance for your information:nurse:

[KrysyRN, BSN]

for my call center, it's not about number per hour, but the length of each call, which they like to keep around 12 minutes or less.

[G'smommy]

I work from home and can expect between 4 and 10 calls per hour. Average and expected is 6.

[luvmyhubby]

4-10 calls/hour? I wonder if that includes the time from 2000 - 0800? My on-call time starts on Friday at 1630 and goes until Monday 0800. I average around 50 calls during that time frame. Evenings (Mon- Thurs) I get between 2-6 calls from 1630 -0800.

[G'smommy]

4-10 calls per hour is for my evening shifts 5p-10p and long weekend shifts 1p-11p. I work from home and might be one of 6 nurses working during a given shift. We cover for 150+ pediatricians

[BizNurse]

Our company wants 4 per hour, as more calls than that and you're not going thru the guidelines thoroughly or triage questions.. and that can be a liability fo them. QUALITY verses QUANTITY... And I work evenings when I work....

[homesteadlite]

I work in a call center in the evenings, and they would like us to take and document 3 to 4 calls per hour. There is a big emphasis on customer satisfaction - in my opinion, that includes the physicians for whom we take call, but the hospital's approach seems more like it's the general public they want to look good for: so, we end up taking calls for both our patients and the general public... which of course skews our numbers...

[talktome]

I work for a 24-hour nurseline. Our QA standards allow for about 4 calls an hour. We don't really have an expected number of calls, more a time standard of a total of 13 minutes, including chart time. However many calls come in are taken by however many RNs are working. I probably average about 20 calls in an 8-hour shift, and not all of those will be triaged.

[Jerry 75]

Expected to complete 4 calls per hour includes talk time and disposition, write time- total time 9-12 minutes/call. But that average of 4 calls per hour is based upon the average of all the other nurses working at that shift. All Call center stats are based on the average each Nurse generates