Billable Hours: A Guide for Agencies | Teami

Billable Hours: A Guide for Agencies

Explore the concept of billable hours in agencies, learn the difference between billable and non-billable hours, and discover strategies for maximizing billable hours

In the bustling world of agencies, every minute counts. 

As an industry insider, I've seen firsthand how the concept of 'billable hours' can make or break an agency's profitability and efficiency. This seemingly simple term carries immense weight, shaping the way agencies operate and thrive. 

But what exactly are billable hours? How do they differ from non-billable hours, and how can agencies maximize their billable hours without compromising on quality or client satisfaction? 

These are the questions we'll explore in this comprehensive guide. We'll also delve into the role of software, like Teami, in tracking these crucial hours. So, whether you're new to the agency world or a seasoned professional seeking to optimize your operations, this guide is designed to shed light on the pivotal role of billable hours in agency success.

Understanding Billable Hours in Agencies

Defining Billable Hours in the Agency Context

In the agency world, it's essential to understand the difference between billable and non-billable time. Billable hours are those spent working on client projects that you can invoice clients for and directly contribute to your revenue. 

Billable vs Non-Billable Hours in Agencies

While billable hours are those spent working on client projects that you can invoice clients for, non-billable internal hours are spent on administrative or overhead tasks that are not directly related to client service. For example, time spent on internal meetings, training, office management and internal projects/development would be considered non-billable. 

Aside from internal non-billable time, some hours worked for clients are also non-billable. It could be due to a project going over budget or the need for some free rework. In these cases, some non-billable hours may be worked on the project.

Although non-billable hours don't directly generate revenue, they are essential for the smooth running of the agency and indirectly contribute to the quality of client work. Understanding the difference between these two types of hours is crucial for agencies to accurately track their time, price their services, and manage their resources effectively.

The Importance of Measuring Billable Hours 

Generating Revenue

Increasing billable hours is directly linked to revenue generation for the agency. The more billable hours logged by employees, the greater the revenue generated by the firm, leading to increased profitability.

Ensuring Appropriate Task Allocation

Keeping in mind that the proportion of billable hours to non-billable hours (i.e. billable utilization) does not reflect the level of effort someone is putting into their work is important. Having a higher number of billable hours does not necessarily mean better performance.

Senior staff members in an agency often have a lower billable utilization due to managerial duties, resulting in most of their work being focused on internal tasks rather than client-facing responsibilities. By monitoring the billability rates of various employees or teams and comparing them to set targets, agencies can assess whether their time is being utilized as intended.

If you track utilization rates based on the seniority level of your resources, you can address any issues with talent development, such as junior team members not gaining enough experience and senior employees being overwhelmed with low-value work and lacking time for more valuable tasks like development, mentoring, and management

Strategies for Increasing Agency Billable Hours

Role of Time Management

Using advanced time-tracking software that includes billable utilization calculation features, such as Teami, is one of the most effective methods for optimizing billable hours. The data collected from this software can then be utilized to identify areas of inefficiency and create targeted strategies for improvement.

According to the recent [2023] BenchPress’ ‘Benchmark for Agencies’ report, using software boosts utilization rates. Agencies that use spreadsheets to track time and manage projects and resources had an average utilization rate for non-director roles of 66%. Those that use software had an average utilization rate for non-director roles of 75%. That difference translates directly into profitability.

Keep in mind that the objective is not solely to increase the number of billable hours, but to also maintain a high standard of work, provide opportunities for learning and growth, and allocate billable and non-billable time appropriately based on job level.

Prioritize and Delegate

Ensure tasks are assigned to correct team members based on their skills and expertise. By comparing billable utilization rates between employees or teams and monitoring them against standards, agencies can assess if their time is being utilized efficiently.

In most instances, senior staff members in an agency should not be burdened with low value tasks and should have time for more valuable activities such as development, mentoring, and management.

Use Technology to Enhance Efficiency

Leverage technology tools and software to automate repetitive tasks, streamline communication, and enhance collaboration. Project management software, communication tools, and time-tracking apps can help your team stay organized, communicate effectively, and track progress. Invest in technology that specifically addresses your agency's needs and goals.


In the dynamic world of agencies, understanding and effectively managing billable hours is crucial for success. From defining what constitutes billable hours, calculating them accurately, to differentiating them from non-billable hours, every aspect plays a significant role in agency operations. Leveraging software like Teami can further streamline this process, ensuring every billable minute is accounted for and reduce administrative tasks with accurate billing and financial reports. However, it's equally important to recognize the value of non-billable hours and their contribution to the agency's growth. With the right balance and management, agencies can optimize their operations, increase profitability, and deliver exceptional value to their clients.

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