Global Response

MARCH 12, 2025

Average handle time (AHT): Tracks how long an agent takes to complete a customer service interaction. With real-time analytics, call agents can tailor their responses by gathering consumer data across multiple channels and anticipating customer needs before they arise, all while reducing wait times.

Contact Center 62

Contact Center Analytics First call resolution Abandon rate 62

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

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

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. In general, customers do not seem to enjoy long wait times, either.

Call Center 122

Call Center call center software Schedule adherence Wait times 122

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

Expivia

SEPTEMBER 2, 2021

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? Average speed of answer : How long did the callers wait before an agent answered?

Call Center 96

Call Center Average Handle Time Benchmark Best practices 96

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). Offer callback options to reduce customer wait times.

Contact Center 67

Contact Center Abandon rate Average Handle Time outsourcing 67

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

This geographical advantage often results in shorter wait times and higher customer satisfaction rates. US-based call centers offer: Faster response times thanks to timezone alignment. Scalable partners help you: Avoid long wait times during busy periods. Think beyond borders but also within them.

Call Center 67

Call Center First call resolution Average Handle Time outsourcing 67

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 86

Metrics Customer Support Abandon rate Average Handle Time 86

Calabrio

MARCH 22, 2025

Workforce planners: These specialists forecast call volume and customer demand, and optimize agent scheduling to ensure adequate staffing levels and minimize customer wait times. Enable real-time insights and responses Workforce planning doesnt end with the creation of the schedule. And if you can measure it, you can improve it.

Best practices 52

Best practices Contact Center Management Call Center 52

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

Calltools

JUNE 12, 2024

Long wait times can make customers feel ignored, undervalued, and disrespected. By analyzing ASA, you can find ways to reduce wait times and improve customer service. High call volumes—for example, during the holidays—often lead to higher wait times, inflating ASA at certain times of the year.

Call Center 52

Call Center Interactive Voice Response Abandon rate Wait times 52

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

NOVEMBER 8, 2022

Average Time in Queue. The average time in queue is the amount of time a customer spends waiting on hold. Longer waiting times result in missed opportunities and a higher average call abandonment rate (ACAR). There’s also often a compounding effect to wait time.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Balto

JANUARY 2, 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

Outsource Consultants

APRIL 18, 2024

Agent Utilization Rate: Tracks active call handling time versus idle time. Occupancy Rate: Indicates agent activity as a percentage of total logged-in time. ASA (Average Speed of Answer): Average wait time before a customer’s call is answered. Have Questions About CX Strategy?

Metrics 67

Metrics Abandon rate Call Center Average Handle Time 67

Pointillist

JANUARY 25, 2019

In fact, 77% of customers say that valuing their time is the most important thing companies can do to deliver good service. Even before customers engage with an agent, customers judge your company based on how long they remain on hold—and how you communicate wait times.

Call Center 75

Call Center Metrics Abandon rate Average Handle Time 75

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

Playvox

MARCH 27, 2023

By simplifying workflows, you can reduce wasted time and ensure that agents can focus on what they do best: assisting customers and resolving issues. The Power Of Metrics Customer support centers generate vast amounts of data on a daily basis, including interaction volume, interaction length, wait times, and more.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

JustCall

OCTOBER 6, 2023

Here are the metrics that will come into play while measuring immediacy: Queuing Wait Times: It is the amount of time a customer spends waiting in a queue or on hold before they are served. 43% of customers find long call hold times frustrating, and that’s why reducing it considerably improves the experience.

Metrics 52

Metrics Contact Center Benchmark Average Handle Time 52

Hodusoft

SEPTEMBER 18, 2024

Abandonment Rates A recent survey reported average abandonment rates between five percent and eight percent, with the benchmark for healthcare being at nearly seven percent. First Contact Resolution Rate The healthcare industry benchmark for first contact resolution ( FCR ) rate in healthcare is 71 percent.

Call Center 52

Call Center Contact center software Healthcare Contact Center 52

NobelBiz

APRIL 18, 2023

These metrics should be data-driven, allowing you to identify areas of improvement and track progress over time. Average Handle Time (AHT) The average call handling time (AHT) is frequently used to determine individual agents’ effectiveness and the performance of the customer service organization as a whole.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Global Response

MAY 22, 2023

If you have an existing call center, you should analyze call center performance and efficiency metrics to understand your benchmarks before bringing on a new team. For example, if callers have long wait times, you likely need to increase your inbound capabilities.

Call Center 62

Call Center outsourcing Benchmark Abandon rate 62

Fonolo

MAY 3, 2023

Customers can only hear “… your call matters to us …” so many times before they lose patience and end the call. Benchmarks are important, but it’s much more important to understand what’s acceptable for your customers than to rely on industry averages. How Does Abandonment Rate Affect Customer Satisfaction?

Abandon rate 75

Abandon rate Contact Center Abandon Call Call Center 75

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

bold360 Blog

APRIL 28, 2021

The frustrated customer might wait a few minutes and then call into the bank’s call center, where they faced lengthy wait times as other customers were doing the same thing. The bank’s CSAT for the live chat was a dismal 67%, which is far below the 80% benchmark that’s considered average. Something had to change.

Banking 52

Banking Chatbots Average Handle Time Wait times 52

Comm100

MARCH 28, 2019

Good training doesn’t have to be lengthy or expensive, and half of the battle is training agents to recognize that they can provide a great customer experience without Average Handle Time (AHT) slipping. Here, the customer was stuck in a long queue , with canned messages adding no value during the wait time.

Benchmark 67

Benchmark Average Handle Time Best practices Surveys 67

JustCall

MARCH 9, 2023

There are over 30 contact center KPI benchmarks that your business can track to achieve higher performance. Average Hold Time The average hold time is the duration for which your customers were waiting in a queue for their queries to be resolved. You want this metric to be as low as possible.

Contact Center 52

Contact Center Metrics Abandon rate Average Handle Time 52

Aria Solutions

MARCH 22, 2017

These traditional metrics include average handle time, average wait time, occupancy, idle time, and service level among others. It is a fair question to now ask if these traditional metrics still make sense as the benchmark?

Customer centricity 48

Customer centricity Metrics Contact Center Benchmark 48

NobelBiz

JULY 25, 2023

Reporting: The Blueprint of Action The culmination of the analytics process, reporting, provides a distilled view of insights: Dashboards: Visual interfaces show real-time data like call volumes, average handling time, first call resolution rate, and customer sentiment.

Analytics 98

Analytics Call Center Contact center software Scripts 98

OctopusTech

MARCH 1, 2023

Our consumer benchmark study revealed that 87% of consumers are willing to buy more products from businesses that provide great experiences, so it’s a sound strategy. This may help them with benchmarking and goal setting. Some companies even use call center gamification as an incentive system for performance.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

SharpenCX

MARCH 24, 2020

Getting benchmark data for your own contact center, then working to improve against those metrics, is crucial to better serving customers. Call Centre Helper says generally, the industry benchmark for FCR is between 70 and 75%. CCW reports that the average wait time for live chat decreased from 48 to 46 seconds in 2019.

industry standards 52

industry standards Metrics Call Center Wait times 52

NobelBiz

MARCH 5, 2024

Contact Center Operations: Service Level Agreement (SLA) : SLAs are the benchmark of service quality, detailing the percentage of calls answered within a predetermined timeframe and ensuring commitments to service standards are met. You will be alerted every time your criteria are met.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

ROI CX Solutions

DECEMBER 6, 2024

Average handle time (AHT) AHT tracks agents’ average time handling customer interactions, including talk, hold, and follow-up time. Team goals around service levels and other metrics also provide a clear benchmark so managers can track progress and pinpoint where agents need extra training.

Call Center 52

Call Center Interactive Voice Response Contact Center Average Handle Time 52

Select VoiceCom Blog

NOVEMBER 17, 2022

KPIs in this category include wait time, when you resolved the issue, and the like. First response time (FRT) FRT measures a customer’s wait time before getting in touch with an agent. A lower FRT rate means customers wait for less, contributing to a more positive customer experience.

Metrics 52

Metrics Customer Service Abandon rate Interactive Voice Response 52

Call Experts

SEPTEMBER 15, 2022

The response time benchmark metric is vital because it shows how efficiently a support team responds to tickets. By keeping track of this metric, you can determine what is causing your team to spend more time than necessary. Another metric to track is the average handle time.

Customer Service 52

Customer Service Average Handle Time Customer retention Metrics 52