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. Examples include workforce management systems and predictive analytics platforms.

Call Center 52

Call Center Workload forecasts Average Handle Time Contact Center 52

TeleDirect

MARCH 20, 2025

Call auditing helps ensure that customer interactions meet established quality benchmarks while identifying areas for improvement. Generating real-time performance reports. For example: Improve first-call resolution (FCR) by 10% in three months. Reduce average handling time (AHT) without compromising quality.

Best practices 62

Best practices Calibration Average Handle Time First call resolution 62

Calabrio

MARCH 5, 2025

How to Improve (+Examples) Share What is first call resolution? Divide FCR by the total number of calls in a specific time and multiply by 100. Here’s the formula: Total Resolved Cases / Total Number of Cases x 100 For example, if 40 out of 120 interactions in a month are resolved on first contact, FCR rate will be 33%.

First call resolution 40

First call resolution Contact Center Analytics Morale 40

Fonolo

FEBRUARY 18, 2021

By developing this framework in advance, you’ll have a point of reference when it comes time to evaluate your strategies. For example, if you’re looking to increase productivity and agent performance, you’re likely looking at a larger goal of improving employee engagement. Create a benchmark for success.

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

HGS

APRIL 24, 2018

For example, a customer may start an interaction with a chat bot, but as the conversation becomes more complex, a live agent may seamlessly step in to resolve the issue. For example, HGS’ Smart Channel Selector described above drove a resolution rate of 96% without agent intervention, which clearly showed robust usage of the solution.

Customer Service 100

Customer Service Average Handle Time Self service Benchmark 100

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

Taylor Reach Group

NOVEMBER 30, 2018

Besides, we can always use the dollars allocated to training for other areas like executive retreats” – a prime example of the mindset you do not want to take as a Contact Center executive. I just don’t understand that while our incentive to reduce average handle time was so successful our call volume increased substantially.

Contact Center 111

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

Call Experts

APRIL 14, 2022

It’s also been used as a benchmarking tool to gauge how well a contact center compares against others. For example, ASA only considers how long it takes for an agent to answer the phone. For example, ASA only considers how long it takes for an agent to answer the phone. Handling Time.

Metrics 98

Metrics Call Center First call resolution Average Handle Time 98

Fonolo

SEPTEMBER 16, 2022

Divide the time spent doing other tasks by the total hours scheduled, and you’ll get your shrinkage rate. For example, if an employee is scheduled to work 35 hours, and spends 10 hours doing other tasks, the shrinkage rate for that person is 10/35 or 29%. Popular Call Center Benchmarks. How Much is Too Much? .

Call Center 87

Call Center Schedule adherence Benchmark Average Handle Time 87

CCNG

JANUARY 4, 2023

For example, some of these tools leverage various aspects of Al to better understand customer intent and provide conversational guidance to agents, learning from prior interactions to help optimize knowledge on an ongoing basis. Consider a knowledge management {KM} system that reduces your Average Handle Time metric from 5 minutes to 4.5

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

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

Comm100

SEPTEMBER 6, 2022

Let’s look, for example, at companies A and B. Company B, on the other hand, handles a similar amount of live chats (301 chats per month), but between 58 live chat agents. The industry benchmark is 2 live chats per agent at a time, but experienced agents can take on up to 3. How is your Agents’ Workload?

Benchmark 98

Benchmark Average Handle Time Best practices Metrics 98

Fonolo

MAY 9, 2018

Example: Reduce customer call return times to increase customer satisfaction and retention. Example: Reduce customer call return times by 25% to increase customer satisfaction and retention by tracking time between each. T – Timely. M – Measurable. Which metrics will you use to reach your goal?

Call Center 89

Call Center Average Handle Time Benchmark Metrics 89

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

Balto

JANUARY 21, 2025

For example, if improving customer satisfaction scores is a priority, focus on metrics like first call resolution and average response time that directly impact the customer experience. Agent-focused metrics, like average handle time, after-call work, and agent turnover, help gauge efficiency and agent performance.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Balto

JANUARY 2, 2025

For example, if improving customer satisfaction scores is a priority, focus on metrics like first call resolution and average response time that directly impact the customer experience. Agent-focused metrics, like average handle time, after-call work, and agent turnover, help gauge efficiency and agent performance.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Kayako

MARCH 3, 2016

In this section: Average reply time. Average first reply time. Average resolution time. Average number of replies per case. Average handle time. — — — — — — — — — — — —. Average reply time. What is average reply time? Average handle time (AHT).

Metrics 87

Metrics Customer Support Abandon rate Average Handle Time 87

Solvvy

FEBRUARY 5, 2020

Take Zappos, for example. Learn What Industry Benchmarks Look Like. We’ve previously gathered some common customer service benchmarks for all companies to use as guidance, which include: Acknowledgement rate: 100%. Time to first response: 60 minutes. Total handle time: 24 hours.

Customer Service 64

Customer Service Benchmark Average Handle Time Self service 64

Outsource Consultants

FEBRUARY 5, 2025

For example, if your primary goal is lead generation, you’ll need a partner with a proven track record in this area. Scalability and Flexibility Outsourced call centers can quickly adjust staffing levels to handle seasonal peaks or business fluctuations, eliminating the need for maintaining a large permanent team.

outsourcing 67

outsourcing Call Center Sales Gamification 67

Calltools

JUNE 12, 2024

High call volumes—for example, during the holidays—often lead to higher wait times, inflating ASA at certain times of the year. For example, a high ASA might be the result of a poorly configured IVR menu that annoys customers, leading to higher wait times.

Call Center 52

Call Center Interactive Voice Response Abandon rate Wait times 52

Balto

NOVEMBER 8, 2022

If a customer decides to wait a long time until an agent answers the call, they may complain about how long they’ve waited on hold, which in turn increases call time even more. The tolerable time in the queue varies depending on the industry and call type. Average Handle Time (AHT).

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

COPC

APRIL 19, 2023

Source: Global Benchmarking Series | CX Understanding and Strategy For example, if your goal is to be a low-cost outsourcer, efficiency metrics like average handle time (AHT) should be at the forefront of your scorecards. Supporting that statement with a scorecard helps align these views.

Metrics 70

Metrics Schedule adherence Benchmark Average Handle Time 70

Eptica

JUNE 13, 2018

Author: Taoufik Massoussi Understanding how your company is performing in terms of Customer Experience (CX) is a key part of benchmarking against competitors and identifying areas for improvement. So for example if you are collecting VoC data– whether it’s direct, indirect or inferred (i.e. Share this page on: Tweet.

Customer Experience 49

Customer Experience Average Handle Time Benchmark Metrics 49

SharpenCX

MAY 13, 2020

The dashboard highlights CSAT, Average Handle Time and First Contact Resolution. As you build and share dashboards with your team, share historical data as a benchmark for current performance. Then, pull in live data, charts and reports to show how current metrics compare to benchmark metrics.

Call Center 76

Call Center Metrics Benchmark Contact Center 76

Outsource Consultants

MARCH 2, 2025

For example: An e-commerce company may need support for returns, order tracking, and product inquiries. You can use industry benchmarks to estimate your staffing needs. For example, a healthcare provider should look for a call center with HIPAA compliance experience. Are you looking for multilingual support ?

call center solutions 67

call center solutions outsourcing Call Center Average Handle Time 67

NobelBiz

DECEMBER 19, 2023

Metrics and KPIs in a call center can range from tracking the time agents spend on a task to the number of calls they take per hour. The industry benchmark for supervisor escalation is 10% or less . By analyzing this data in real-time, they can quickly identify patterns or trends that may indicate areas for improvement.

Call Center 105

Call Center Management Contact Center Wait times 105

Global Response

DECEMBER 12, 2022

So, for example, if 20% of your surveyed customers are Detractors and 50% are Promoters, your NPS score would be 30. Measuring and tracking NPS scores over time gives you important insight into your customer loyalty and also your likely brand growth over time. Average Handle Time.

Average Handle Time 62

Average Handle Time Metrics Benchmark Surveys 62

Playvox

JULY 6, 2022

The amount of time in the correct state vs the total time of the shift is the schedule adherence for the day. For example, correctly switching tasks and completing the correct tasks for the day will net 100% schedule adherence in an eight-hour shift. Contact Center Schedule Adherence Benchmarks. Get Training Right.

Schedule adherence 72

Schedule adherence Contact Center Average Handle Time CRM 72

Playvox

MARCH 27, 2023

For example, contact centers can track individual or team performance on certain metrics and offer prizes to those who excel. By simplifying workflows, you can reduce wasted time and ensure that agents can focus on what they do best: assisting customers and resolving issues. And it doesn’t always have to cost money.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

NobelBiz

MARCH 19, 2024

Historical dashboards serve as invaluable tools for benchmarking performance over time and driving continuous enhancement of service quality. Average Handle Time: Efficiency in resolving customer inquiries is reflected in the average handle time metric.

Call Center 59

Call Center Average Handle Time Abandon Call Contact Center 59

Global Response

MAY 22, 2023

Typically, these call centers focus on one of the following areas: customer service or support help desk services technical support order taking Inbound call centers vary in cost depending on the services needed and the location of the call center—for example, nearshoring is an affordable alternative compared to domestic call centers.

Call Center 62

Call Center outsourcing Benchmark Abandon rate 62

Comm100

MARCH 28, 2019

Here are five real life examples of live chats gone horribly wrong. Systemic errors within software setup, resourcing and agent training in these examples have led to nightmare customer scenarios going viral, with companies scrambling to control the damage done after the event. Live Chat Benchmark Report 2019. Download Now.

Benchmark 67

Benchmark Average Handle Time Best practices Surveys 67

Nicereply

FEBRUARY 6, 2023

With customer experience as today’s business benchmark, delivering top-notch customer service is crucial for any business. For example, standard operating procedures can have instructions for call representatives to not put a customer on hold for more than 3 minutes or to increase the net promoter score by 10% for the next quarter.

Customer Service 52

Customer Service Average Handle Time Call Center Metrics 52