Fonolo

FEBRUARY 10, 2016

There’s no question that benchmarking and measurement are important if you want to improve anything in your contact center, but you still have to be careful about how you approach it. Some call center benchmarks are a waste of time and resources, at best. Average Call Duration. Average Speed of Answer.

Benchmark 69

Benchmark Call Center Abandon rate Average Handle Time 69

OctopusTech

JANUARY 20, 2025

Performance metrics analysis: This involves tracking and benchmarking key performance indicators (KPIs) such as customer satisfaction, average handle time, first-call resolution, and call compliance adherence as indicated on QA scorecards and dashboards.

Call Center 62

Call Center Scripts Benchmark Average Handle Time 62

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

Call Design

JULY 6, 2021

A common grade of service is 70% in 20 seconds however service level goals should take into account corporate objectives, market position, caller captivity, customer perceptions of the company, benchmarking surveys and what your competitors are doing. The industry benchmark for the first call resolution measurement is between 70% to 75%.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

NobelBiz

DECEMBER 3, 2024

Service Level Targets Service levels are benchmarks that determine the quality of customer interactions. Average Handle Time Average handle time (AHT) is a key metric measuring customer interaction duration.

Call Center 52

Call Center Workload forecasts Average Handle Time Contact Center 52

Global Response

MARCH 12, 2025

Average handle time (AHT): Tracks how long an agent takes to complete a customer service interaction. Define performance benchmarks Measure your call center goals and objectives by setting a few performance benchmarks for agents to focus on, such as first-call resolution, call transfer rate, and average abandonment rate.

Contact Center 62

Contact Center Analytics First call resolution Abandon rate 62

TeleDirect

MARCH 20, 2025

Call auditing helps ensure that customer interactions meet established quality benchmarks while identifying areas for improvement. Reduce average handling time (AHT) without compromising quality. Set Realistic and Measurable QA Goals Define clear and achievable objectives that align with business priorities.

Best practices 62

Best practices Calibration Average Handle Time First call resolution 62

Fonolo

FEBRUARY 18, 2021

Start with common KPIs such as Average Handle Time (AHT), First Call Resolution (FCR) and abandonment rates. Not only does it free up your customers’ time, but it also helps your team manage in times of high call volume! Create a benchmark for success. Gather customer feedback.

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.

Call Center 561

Call Center Metrics Contact Center Wait times 561

Comm100

SEPTEMBER 28, 2022

Number of chats Agent utilization rate Average wait time Average chat time First contact resolution Invitation acceptance rate Sales conversion rates Visitor logs and wrap-up notes Customer satisfaction scores. Live Chat Benchmark Report 2022. We’ll look more at the average handle time metric later.

Average Handle Time 98

Average Handle Time Benchmark Wait times Metrics 98

Expivia

SEPTEMBER 2, 2021

Handled calls : How many of the incoming calls were answered? Average handle time : What was the average handle time for the center (from call start to post-call memos)? Service level : How many calls were handled at a given time? Benchmark key statistics : You can look at information.

Call Center 96

Call Center Average Handle Time Benchmark Best practices 96

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 Back Percentage.

Call Center 98

Call Center Metrics Interactive Voice Response Average Handle Time 98

Calabrio

MARCH 7, 2025

Workforce Engagement How to Combat Call Center Agent Attrition Share You know the signs: increased average handle time (AHT), increased irritation, productivity decline. Call Center Industry Turnover Rate Benchmarks Call center turnover rates are notoriously high compared to other industries. Next stepattrition.

Call Center 52

Call Center Benchmark Gamification Contact Center 52

The Northridge Group

AUGUST 23, 2022

These KPIs include: Average Handle Time (AHT). Data analytics allow us to assess how the internal associates are performing benchmarked against the performance of the outsourcing partner’s associates. Both internal and outsourced associates are evaluated against the KPIs that are important to our client.

Healthcare 128

Healthcare Contact Center outsourcing contact center associations 128

Fonolo

SEPTEMBER 9, 2021

First-call resolution, average handle time, abandonment rate, and customer satisfaction scores are all popular metrics that measure performance, and in turn, customer satisfaction. If you notice some KPIs are lower than the benchmark, implement that into your customer service strategy. Build a dream team.

Customer Service 108

Customer Service Abandon rate Average Handle Time Call Center 108

Tethr

JANUARY 24, 2022

With a click into the leader dashboard, you’ll be able to see important statistics like average handle time, sources of friction, churn risk rate, and overall customer satisfaction. And of course, don’t forget to check the benchmarking sections to see how your company measures up to the competition.

Benchmark 98

Benchmark Average Handle Time Customer Care Sales 98

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

Outsource Consultants

JANUARY 27, 2025

Strategies to Improve Customer Satisfaction KPIs: Clearly define each metric and establish benchmarks. Five key KPIs help optimize efficiency: Average Handle Time (AHT) , Service Level , Abandonment Rate , Occupancy Rate , and Average Speed of Answer (ASA). What is considered a good Average Handle Time (AHT)?

Contact Center 67

Contact Center Abandon rate Average Handle Time outsourcing 67

Uniphore

JULY 30, 2021

2020 Global Customer Experience Benchmark. With advanced conversational AI, you can now leverage real-time speech transcription, intent analytics, and entity extraction, to reduce average handle time by automating after call work. Overall, only 12.1% of businesses receive high NPS ratings though 81.9%

Benchmark 98

Benchmark Average Handle Time Contact Center Analytics 98

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

Fonolo

MARCH 16, 2021

But it still makes a far better measure for Customer Satisfaction (CSAT) than Average Handle Time (AHT). While the FCR rate will vary by industry, a good benchmark to shoot is 70-75%. The trick with FCR is defining what a ‘first contact’ means for your call center. Defining First Contact Resolution in Your Contact Center.

First call resolution 125

First call resolution Call Center Metrics Contact Center 125

Call Experts

APRIL 14, 2022

The average rate of answer (ASA) is a contact center metric that measures the average time for an agent to answer the phone. It’s also been used as a benchmarking tool to gauge how well a contact center compares against others. Handling Time. This is sometimes referred to as call duration.

Metrics 98

Metrics Call Center First call resolution Average Handle Time 98

HGS

APRIL 24, 2018

With manual stop/start systems, agents must take an extra step in the process to gather information from the customer a second time, which can increase average handling time (AHT) and lead to customer dissatisfaction. Wed, 04/25/2018 - 09:55.

Customer Service 100

Customer Service Average Handle Time Self service Benchmark 100

Hodusoft

OCTOBER 22, 2021

Call center metrics focus entirely on average handling time or average talk time. Creating a benchmark that fellow call center employees can strive to emulate or maybe surpass is the key to improving the performance of a contact center. Examine key performance indicators (KPIs). Set personal goals.

Call Center 122

Call Center call center software Schedule adherence Wait times 122

Fonolo

SEPTEMBER 16, 2022

To decide how much is too much, k eep your eyes on other key metrics to see how shrinkage is affecting your call center and set your benchmarks accordingly. . Popular Call Center Benchmarks. Too few agents assisting customers will likely result in callers spending more time on hold , affecting your CSat Scores.

Call Center 87

Call Center Schedule adherence Benchmark Average Handle Time 87

Taylor Reach Group

NOVEMBER 30, 2018

I just don’t understand that while our incentive to reduce average handle time was so successful our call volume increased substantially. Not taking a long term view of your incentive program. Incentive programs are designed to generate short term results.

Contact Center 111

Contact Center Average Handle Time At home agents First call resolution 111

CCNG

JANUARY 4, 2023

Consider a knowledge management {KM} system that reduces your Average Handle Time metric from 5 minutes to 4.5 A center with 1,000,000 calls per year could save 10% of time spent on calls. If average cost per call is currently $5.00, then reducing the cost to $4.50 would save $500,000.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

NICE inContact

JANUARY 11, 2019

Data from the recently published NICE inContact 2018 CX Transformation Benchmark Study offers up-to-the-minute insights. For example, when considering the Average Handle Time (AHT) for a bot, the goal is not only for customers to complete tasks quickly, but to do so seamlessly and efficiently.

Quality management 18

Quality management Management Average Handle Time Chatbots 18

Fonolo

SEPTEMBER 27, 2016

Average handling times (AHT) increase. Make sure your agents know what’s going on in the call center, as well as the metrics and benchmarks that they’re being measured against. Repeat calls went down, but so did average handle time! Errors happen. Compliance missteps occur.

call center professionals 98

call center professionals Call Center Average Handle Time Contact Center 98

Comm100

SEPTEMBER 6, 2022

If you have a team of seasoned live chat agents, chances are they will be able to tackle more chats at a time and at a steadier pace than if you have a team composed of mostly newcomers. The industry benchmark is 2 live chats per agent at a time, but experienced agents can take on up to 3. Live Chat Benchmark Report 2022.

Benchmark 98

Benchmark Average Handle Time Best practices Metrics 98

Eptica

OCTOBER 16, 2018

To read the three previous posts in the optimizing CX series on creating blended agents , improving the agent experience and reducing Average Handling Time while safeguarding quality, simply click on the links. This enables you to benchmark and compare performance and identify team and individual areas for improvement.

Best practices 68

Best practices Average Handle Time Self service Contact Center 68

Calabrio

MARCH 11, 2025

Call center QA, or contact center QA, is a strategic, data-driven process that evaluates every facet and channel of customer interactionsfrom voice calls and live chats to emails and social media engagementsagainst established performance benchmarks.

Best practices 52

Best practices Contact Center Chatbots Call Center 52

Comm100

APRIL 28, 2021

CSAT, or your Customer Satisfaction Score, is one of the best benchmarks for determining how happy your customers are with the service they have just received. See how you stack up: Comm100’s 2021 Benchmark Report found that the average live chat customer satisfaction (CSAT) rate increased by 1.5% Average resolution time.

Customer Support 69

Customer Support Abandon rate Benchmark Wait times 69

Outsource Consultants

APRIL 2, 2025

Now, let’s examine how to effectively assess call center performance through key metrics and benchmarks. Essential performance metrics such as first call resolution rates, average handle time, and customer satisfaction scores serve as indicators of a call center’s effectiveness.

Call Center 67

Call Center First call resolution Average Handle Time outsourcing 67

Comm100

MAY 28, 2020

If it’s high, you may need to add staff during peak busy times. Alternatively, you may need to check average handle time as it could indicate that your agents are spending too much time on each chat. It can be measured as follows: Amount of live chats per month x Average Handle Time.

Average Handle Time 52

Average Handle Time Management Benchmark Surveys 52

Balto

JANUARY 21, 2025

Agent-focused metrics, like average handle time, after-call work, and agent turnover, help gauge efficiency and agent performance. Tracking CSAT alongside other KPIs like first call resolution (FCR) or average handle time (AHT) helps pinpoint opportunities to improve service quality.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52