Expivia

APRIL 1, 2021

But, there’s one key performance indicator that every call center needs to know: the average handle time. This post will define what the average handle time is, and what you can do to lower it. What Is Average Handle Time? How to Improve the Average Handle Time.

Average Handle Time 52

Average Handle Time Call Center Interactive Voice Response Banking 52

Callminer

AUGUST 1, 2017

Average handling times (AHT) increase. This can be achieved if all agents are trained on both campaigns so that the queue hold time can be reduced. Re-visiting key performance metrics : When thinking about a call center and metrics, we mainly focus on Average Handle time (AHT) or average talk time.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

SmartAction

AUGUST 5, 2019

IVA greets our customers when they call, identifies and authenticates our customers, and handles a wide variety of self-service transactions from simple things like password reset to more complex things that fall under account management and order management. Q: What results has this driven for DSW?

Average Handle Time 57

Average Handle Time Virtual Agent Self service Contact Center 57

ShepHyken

APRIL 2, 2021

alone, e-commerce now accounts for 16.1% For many businesses, meeting increased online demand means a pivot to more automated ways of providing support, like chatbots, to free up agents to handle more complex issues. The first customer service metrics that come to mind are often around speed, like Average Handle Time (AHT).

Customer Service 300

Customer Service Self service Metrics Average Handle Time 300

ShepHyken

JANUARY 18, 2019

We see numerous instances of contact center operators focusing more on improving the tactical side of operations like reducing average handle time or getting more surveys filled out while ignoring the more strategic goal of improving efficiency and eliminating the redundant.

Customer Experience 252

Customer Experience Airlines Average Handle Time Contact Center 252

CCNG

NOVEMBER 2, 2022

Many Contact Centers use metrics of averages to base decisions, i.e.: Average handle time (AHT) Average cost-per-contact (ACC) Customer Satisfaction (CSAT) Averages have their place in management decision-making, but they cannot be overly relied upon.

Management 195

Management Average Handle Time CCNG Contact Center 195

NobelBiz

DECEMBER 3, 2024

Average Handle Time Average handle time (AHT) is a key metric measuring customer interaction duration. These tools can also account for real-time changes, ensuring forecasts remain relevant in dynamic environments. Salman Aslam Director Support – Quality & Training at WORK Inc.

Call Center 52

Call Center Workload forecasts Average Handle Time Contact Center 52

TechSee

NOVEMBER 10, 2020

So how can service organizations find the right long-term cost optimizations that will make an impact on the bottom line while still ensuring effective and fast service that takes into account COVID-19’s safety demands ? Two words: visual assistance. Visual Assistance in Customer Service.

Customer Service 207

Customer Service Self service Average Handle Time Contact Center 207

NobelBiz

JANUARY 28, 2025

Average Handle Time (AHT) : This measures how long agents spend on calls, including after-call work. While shorter times are ideal, quality shouldnt be sacrificed for speed. As the industry shifts toward omnichannel communication, traditional KPIs like Average Handle Time must adapt.

Benchmark 52

Benchmark Contact Center Abandon rate Average Handle Time 52

CCNG

APRIL 12, 2023

Agent enablement and self-sufficiency with tools to automatically note accounts with a transcribed conversation can also maximize your agent’s productivity. Not average handling time or other internal metrics. If there are multiple transfers, long wait times with an agent, or other barriers then you know the answer.

Contact Center 195

Contact Center Business Process Outsourcing Average Handle Time outsourcing 195

Call Design

JULY 6, 2021

Average delay refers to the average amount of time a customer spends waiting in the queue for an answer from an agent whereas grade of service is the defined as a percentage of contacts answered within x seconds. Average Handle Time (AHT). First Contact Resolution.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

TeleDirect

DECEMBER 22, 2024

How to Measure: FCR Rate = (Issues Resolved on First Contact / Total Issues Handled) 100 2. Average Handle Time (AHT) Definition: The average time agents spend on a customer call, including hold time and after-call work. This fosters accountability and motivation.

Call Center 62

Call Center Metrics Abandon rate Interactive Voice Response 62

CSM Magazine

MARCH 27, 2025

Common Signs of Inefficiencies in Your Contact Center Here are a few red flags to look out for in your contact center operations: High Average Handle Time (AHT): Repeatedly long conversations could indicate unclear processes or agents lacking access to the necessary tools and information. into a single interface.

Contact Center 52

Contact Center Interactive Voice Response Average Handle Time Wait times 52

TeleDirect

JANUARY 17, 2025

Measuring Success in Handling Difficult Calls Key performance indicators (KPIs) for evaluating success include: First Call Resolution (FCR): Measures the percentage of issues resolved on the first call. Average Handle Time (AHT): Tracks the time taken to resolve customer issues.

Customer Service 71

Customer Service Call Center Average Handle Time Customer emotions 71

Fonolo

FEBRUARY 18, 2021

Start with common KPIs such as Average Handle Time (AHT), First Call Resolution (FCR) and abandonment rates. Customer interactions are at the heart of every contact center, so it makes sense to take their feedback into account. Gather their feedback and be sure to take them into account when devising your strategy.

Contact Center 148

Contact Center Abandon rate Average Handle Time First call resolution 148

Callminer

OCTOBER 11, 2018

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. Reuben Kats @grab_results. One of the most undervalued call center metrics is…”.

Call Center 561

Call Center Metrics Contact Center Wait times 561

CCNG

MAY 30, 2024

Various Shrinkage Categories Volume and handle time will get you to a base workload, but your platform needs to account for occupancy and shrinkage to get a true understanding of needed FTEs.

Abandon rate 195

Abandon rate CCNG Average Handle Time Contact Center 195

Balto

MARCH 3, 2025

Defining and Importance of Automation in the Call Center Automated call center solutions use AI, machine learning, and robotic process automation to handle routine customer interactions. These systems manage basic tasks like appointment scheduling, payment processing, and account inquiries without human intervention.

Call Center 52

Call Center Interactive Voice Response Average Handle Time First call resolution 52

TeleDirect

DECEMBER 22, 2024

Financial Services Handling sensitive customer information and resolving account-related issues requires the expertise and security provided by inbound call centers. Average Handle Time (AHT) : Tracks the efficiency of call resolution.

Call Center 62

Call Center Technical Support Healthcare Abandon rate 62

Interactions

APRIL 2, 2025

These records can drive data exploration and insights (see more on that in the next item), and be shared with customers via automated emails or their account dashboard to help build trust and agreement. Your company now has accurate, consistent, and actionable data that isnt subject to a particular agents writing skills or memory.

Self service 62

Self service Average Handle Time Upselling Contact Center 62

CX Global Media

FEBRUARY 12, 2018

Finally, an authentication token from TRUSTID is compared to the corresponding customer account records to complete the caller’s authentication. And you experience lower average handle times and payroll savings. Their patented approach validates that the calling and called numbers are engaged in a call. Source: [link].

Contact Center 204

Contact Center Interactive Voice Response Average Handle Time Call Center 204

Fonolo

OCTOBER 14, 2021

Use metric-tracking software to determine if your average handle time is increasing, first call resolution is falling, abandoned call rates are rising, or customer satisfaction survey results are going down. If you notice an increase in your CPC, you can measure other KPIs to determine what areas may be impacting the number.

Call Center 159

Call Center Interactive Voice Response Abandon rate Average Handle Time 159

TeleDirect

JANUARY 13, 2025

Financial Services: Secure handling of account inquiries, fraud detection, and payment processing. A: Key metrics include first call resolution (FCR), average handle time, service level and call abandonment rate. E-Commerce: Managing order inquiries, returns, and shipping updates.

Call Center 62

Call Center First call resolution Abandon rate Healthcare 62

Outsource Consultants

MARCH 18, 2025

A study by ContactBabel found that these hidden costs can account for up to 15% of the total outsourcing expense in the first year. Key metrics to consider include customer retention rates, average handle time, and first call resolution rates. Another often-overlooked expense is the cost of quality assurance.

Call Center 67

Call Center outsourcing First call resolution Average Handle Time 67

Callminer

SEPTEMBER 7, 2017

Average speed of answer is one of the most important metrics for call centers to measure. The concept is closely tied to (and often confused with) those of average handle time and first call resolution. For that reason, one of the most common mistakes made is to simply take an average of the aggregate data.

Call Center 140

Call Center Interactive Voice Response Abandon rate Average Handle Time 140

pindrop

APRIL 20, 2021

OTPs are often used for the purpose of account login, identity verification, device verification, or password recovery. Through deception, a fraudster can steal your personal data to gain access to your bank accounts and other valuable data. Diminished Impact on Security: Over time, fraudsters adapted and found ways to beat OTPs.

Banking 127

Banking Government Average Handle Time Accountability 127

Balto

MARCH 17, 2025

These systems can also detect when wait times exceed acceptable thresholds and alert supervisors in real-time. They utilize key performance indicators (KPIs) such as average handle time and customer satisfaction scores to help agents and managers make informed decisions, identify issues, and enhance operational efficiency.

Call Center 52

Call Center Customer Experience Average Handle Time Analytics 52

TeleDirect

JANUARY 13, 2025

Billing Inquiries: Agents handle questions about invoices, payments, and account balances. Technical Assistance: Inbound call centers assist customers with software, hardware, or other technical problems, ensuring swift resolution.

Telemarketing 62

Telemarketing Call Center CRM Healthcare 62

Outsource Consultants

AUGUST 3, 2020

Lower Your Average Handle Time to Increase Customer Revenue. The last thing a caller wants, after putting their travel on hold for months, is to waste their time sitting on hold. . Generally speaking, good customer experience leads to more revenue, whereas bad customer experience can have you lose a customer for life. .

Interactive Voice Response 127

Interactive Voice Response Average Handle Time outsourcing Call Center 127

Callminer

JUNE 3, 2019

It also removes the potential for any internal bias, offering both agents and managers the peace-of-mind they need to ensure they’re holding each other accountable. Everything from average handle time (AHT) to net promoter score (NPS) is fueled by their interactions with the customer.

Best practices 140

Best practices Average Handle Time Coaching Analytics 140

TechSee

MAY 14, 2019

Analysis of Average Handling Time is deeply entrenched in the customer service field and almost every contact center manager wants to improve AHT. AHT = Total Talk Time + Total Hold Time + Total Post-Call Work/Number of Calls Handled.

Contact Center 95

Contact Center Average Handle Time First call resolution Self service 95

Interactions

DECEMBER 9, 2022

In addition to security, agents no longer need to listen to and transcribe customer, card holder data or bank account information. This reduces the amount of time required to collect the data, because the agent doesn’t have to repeat the details to confirm that the payment information was correctly collected.

Average Handle Time 118

Average Handle Time Banking CRM Engineering 118

Momentum Telecom

FEBRUARY 5, 2025

Accept that you will need to move past basic call metrics Some organizations track basic metrics like total calls or average handle time. When your front line sees queue status, call counts, or individual stats in real time, they can self-correct, offer peer support, or seek help before a small issue becomes a bigger problem.

Analytics 52

Analytics Abandon Call Abandon rate Call Logging 52

Calabrio

MARCH 25, 2025

Optimized Call Center Operational Efficiency: By tracking relevant metrics, call center managers can streamline operations, reduce average handle time (AHT), and improve first call resolution (FCR). This is critical for setting the tone of the interaction and minimizing customer wait times.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

Fonolo

JANUARY 17, 2023

This familiar technology does things like invite callers to select a language, enter an account number or choose a department at the beginning of a call. Metrics like first-call resolution and average handle time have historically been used to measure agent success and by extension, customer sentiment. Call analytics.

Contact Center 154

Contact Center Interactive Voice Response Chatbots Average Handle Time 154

BlueOcean

DECEMBER 2, 2024

In the contact center, Average Handle Time is an important metric, but if an agent feels rushed to finish a call, the quality of the customer experience could be negatively impacted. I tell people that handling those customers is about having empathy. Finding the right balance is key.

Customer Service 62

Customer Service industry standards Contact Center Average Handle Time 62

Expivia

APRIL 29, 2021

Average Handle Time. The average handle time is the best call center KPI to gauge how efficient your process is. This is the whole time your rep spends on the interaction. From the time they pick up the call until they finish their after-call work. After Call Work.

Call Center 98

Call Center Metrics Interactive Voice Response Average Handle Time 98