Call Center Metrics

Call Center Metrics: Bill To Pay or Productive To Pay

Measuring Productivity through Bill to Paid to maximize revenue

Bill-to-pay (B2P), also known as Productive-to-Paid (P2P)

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

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, is a powerful tool for managing the effectiveness of the overall contact center.  Here is the formula:

Learn the details of how to use this and the formula….


Also known as “Productive Time”

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...And Finally, Using B2P and Occupancy together, you can get to all of the information you need to tell your story powerfully through numbers!

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.