Call Center Metrics: Bill To Pay or Productive To Pay

Call Center Metrics

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Call Center Metrics and Measuring Productivity

This is an update that was originally posted on July 12, 2009, Under Call Center Metrics.

Most good Call Center Outsourcers are familiar with this call center metric and is often referred to as Bill-To-Pay (B2P) or as Productive-To-Pay (P2P)

Bill To Pay is the measure of the time an associate is productive relative to the amount of time the associate is paid (or the amount of time billed to the client)

Now I know what you're thinking if you run an internal center..."This Call Center Metric is not for me."  Oh but it is, and you may be shocked how low your numbers are.

B2P is typically a measure that outsourced contact centers use to track percent of agent time that is billed to the client. P2P is typically the measure in-house contact centers use to measure how productive their agent base is Represented as a Percentage of total paid time.

When used in conjunction with Occupancy, it is a powerful call center metrics tool for managing the effectiveness of the overall contact center.

Here is the formula:

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About the Author: Greg Meares

As a Sr. Consultant for Performance Connections, Inc., Greg's primary objective is to provide value to organizations that are focused on raising brand awareness. Additionally Greg works on improving the customer experience, through business process re-engineering, and call center best practices. Greg is an industry expert and is often called upon to provide his analysis and solution oriented approach to improving performance in the BPO and Call Center industry.


  1. Thanks for the great blog on call centers. I own a North Carolina Call Center company. I’m sure some of your readers would find our low cost call center options to be a great value for their company.

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