Taylor Reach Group

MAY 18, 2018

So with ‘tongue planted firmly in cheek’, I present a customer translation for commonly used Call Center metrics; SL – Call Center operators know this as Service Level ; the percentage of calls that are answered within a defined period of time. This post was published in 2011 and updates in 2018.

Call Center 99

Call Center Metrics Interactive Voice Response Average Handle Time 99

aircall

DECEMBER 13, 2018

This survey provides a detailed (and timely) answer to a two-part question: What are the issues today’s customer support leaders care about the most? Data in this report comes from a February 2018 survey of 475 U.S. Which three customer support objectives represent your top priorities for 2018? Methodology.

Surveys 54

Surveys Customer Support B2C CRM 54

Taylor Reach Group

MARCH 19, 2018

In the last Indicators post, we discussed one of the most important operational indicators: Average Handle Time or AHT. In this issue, we continue with other operational indicators dealing with the efficiency of the center, i.e. “Service Level”, “Average Speed of Answer (ASA)” and “Occupancy Rate”. By: Turaj Seyrafiaan.

Service level 92

Service level Abandon Call Wait times Call Center 92

NICE inContact

FEBRUARY 13, 2018

Average Handle Time. An effective agent screen pop can have a dramatic positive impact on average handle time (AHT). On average, screen pops shave off 15-20 seconds per call, because rather than the agent having to search for the customer’s information manually in the database, that process is automated.

Contact Center 49

Contact Center Average Handle Time Wait times APIs 49

DMG Consulting

DECEMBER 11, 2017

The top metrics for customer effort are: Average wait time (for each of the channels handled by contact center). Email average handle time. Chat/SMS average handle time. Social media post average handle time. First contact resolution (FCR). Occupancy rate.

Contact Center 54

Contact Center Average Handle Time Management Abandon rate 54

Serenova

OCTOBER 22, 2019

For example, if you target a low average handle time during the busy season, you’re hoping to move people through the contact center quickly, which lowers wait times and improves customer service. In general, the many available communications options make it easier to serve people.

Contact Center 64

Contact Center Social media contact Average Handle Time Wait times 64

InGenius

JANUARY 2, 2019

AHT - Average Handle Time. Average handling time (AHT) describes the average period of time in which an agent takes to handle or resolve a customer's call. EWT - Expected Wait Time. In his spare time, John enjoys travelling around Central and South America.

Contact Center 48

Contact Center Interactive Voice Response Business Process Outsourcing Average Handle Time 48