Count people and time together
One agent working for one hour uses one agent-hour. Two agents each working for one hour use two agent-hours. Four agents working for thirty minutes also use two agent-hours. These examples illustrate the unit; they do not promise any particular staffing pattern or minimum booking interval.
The actual schedule, allocation and availability are agreed before payment. An hour block does not by itself specify when the team is available, whether the same person handles every call or how many calls can be answered simultaneously. Those are operational scope decisions.
Include the work that makes a call useful
Reserved working time includes conversations, dialling or waiting within the agreed session, CRM notes and standard agreed follow-up. A thorough enquiry may require more record work than a simple message. Inbound availability and outbound attempted contact can also use capacity without producing a long connected conversation.
This is why agent-hours cannot be directly equated with talk minutes, calls, appointments or sales. A fixed promised output would conceal differences in call length, data quality and customer needs. Reports should explain the agreed activity and outcomes without redefining the billing unit after the work begins.
Compare a complete quotation
Britixo’s published pilot is 10 agent-hours for £149 excluding VAT, equivalent to £14.90 per agent-hour. The growth block is 40 agent-hours for £580 excluding VAT, equivalent to £14.50 per agent-hour. At 20% VAT, the package totals are £178.80 and £696 respectively. Full package conditions apply.
External telephone usage and number services are separate from reserved agent time, as are agreed data-provider, screening and bespoke costs. When comparing another quotation, ask whether it measures talk time, handling time, staffed time or a successful outcome. Then compare minimums, setup, hours, notes and exclusions on the same basis.