Average Handle Time Calibration Examples 
BlueOcean
MARCH 11, 2025
For example, when a customer expresses dissatisfaction (“ I’m not happy with… “), the system automatically flags this under negative emotion. For example, we might discover that certain types of customer issues consistently lead to longer handle times and lower satisfaction scores, regardless of agent performance.
TeleDirect
MARCH 20, 2025
Implement Real-Time Call Monitoring Monitoring live calls enables immediate feedback and intervention when necessary. Conduct Calibration Sessions for Accuracy Calibration sessions ensure consistency across QA teams. Generating real-time performance reports. Reduce average handling time (AHT) without compromising quality.
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Callminer
AUGUST 1, 2017
Average handling times (AHT) increase. Reduced Queue wait time : This can be done by having a strong dialer that can reroute calls to different agent groups. Example: Campaign A has a high call volume but campaign B has less calls and the agents that are assigned campaign B are not busy. Errors happen.
Call Design
JULY 6, 2021
Calibration is key when measuring quality to ensure any suggestion of bias is removed. Average Handle Time (AHT). Average handling time tells you how much time on average, an agent spends working on a task. It is measured as a percentage of scheduled time on the phone.
LiveChat
APRIL 25, 2016
On the other side, the agent invested her time with nothing productive in it. The key point that plays a significant role in this is ‘Average Handling Time’. Definition wise, it is just the total time invested divided by the total number of calls. Call centers face such scenarios on a daily basis.
Outsource Consultants
MARCH 29, 2021
You can’t expect BPO agents dealing directly with customer complaints to maintain the same CSAT scores as those handling account upgrades, for example. Call Center Tip #5 — Collaborate and Calibrate. Lastly, make sure you’re leveraging your BPO’s expertise in real-time.
pindrop
AUGUST 16, 2021
An example would be “Which of these addresses have you been associated with in the past?” Static knowledge-based authentication is the use of questions with presumably unique answers that should be specific to you – for example, “What is your favorite food?” Million Minutes in Handle Time. Watch the Webinar. FNBO Saved 2.5
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