Average Handle Time Calibration Meeting 
CCNG
OCTOBER 26, 2024
Their 2023 study found that reducing average handle time (AHT) by just one second per call can save the average large contact center up to $1 million annually. Poorly defined performance standards make performance management subjective and inconsistent, complicating efforts to motivate and engage call center teams.
TeleDirect
MARCH 20, 2025
Call auditing helps ensure that customer interactions meet established quality benchmarks while identifying areas for improvement. Why Call Auditing Matters for High QA Standards Call auditing is a systematic approach to evaluating and analyzing recorded calls to ensure that they meet quality standards and customer expectations.
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Callminer
AUGUST 1, 2017
Meet Our Panel of Contact Center Experts: . 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. Tyler Riddell. Alex Tebbs. Vincent Nero. Rachel Ivers. Katherine Dougherty. Kolin Porter. James Pollard. Srii Srinivasan.
Call Design
JULY 6, 2021
Understanding how to make a profit on the double bottom line (DBL) involves employing a broad range of KPIs and key metrics to ensure a contact centre meets every need that a business may have in supporting their customers. Calibration is key when measuring quality to ensure any suggestion of bias is removed. Average Handle Time (AHT).
The Northridge Group
AUGUST 23, 2022
Health insurance providers handle calls from both members and providers and are required to meet specific compliance standards and contend with extensive regulations to maintain state contracts. These KPIs include: Average Handle Time (AHT). First Contact Resolution (FCR). Customer Experience (CX).
Taylor Reach Group
JANUARY 11, 2018
The CCO’s employ forecasts which are matched to the contractual KPI’s, most commonly, Service Level (the percentage of contacts answered within a specified time-period, which often varies by channel), Average Handle Time and Abandon rate. Internally the quality assessors can calibrate between themselves.
Global Response
OCTOBER 26, 2022
Call Center KPIs: The outsourced contact center partner should be able to explain how they calibrate performance through the monitoring and analysis of specific integral key performance indicators (KPI) and metrics. For example, will you be involved in contact calibrations, training, or staff promotion decisions?
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