Average Handle Time call center workforce Education 
Global Response
DECEMBER 2, 2022
Abandon rate = calls abandoned ÷ (calls abandoned + calls answered). The functional state of a Brand Specialist, be it available, on call, after-contact work or other designation. Average handle time (AHT) measures the average length of interaction, including hold time, talk time, and after-call work.
Calabrio
MARCH 22, 2025
Standardize your onboarding: Develop a comprehensive onboarding process to ensure new hires are well-prepared to handle customer interactions. Set clear expectations for performance and development, educate agents about both your offerings and your broader vision, and establish open lines of communication in the process.
NobelBiz
FEBRUARY 22, 2023
However, if your call center agents are overburdened by high call volumes and poor staffing levels, they will be unable to perform successfully. This results in extended average handling times , lower resolution rates, and more churn.
Expert insights. Personalized for you.
62 
Let's personalize your content