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Cookies and similar technologies are used on this website for proper function of the website, for tracking performance analytics and for marketing purposes. We and some of our third-party providers may use cookie data for various purposes. Please review the cookie settings below and choose your preference.
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Performance Optimization: Data analytics can reveal key performance metrics such as call resolution times, averagehandlingtimes, and first-call resolution rates. Jason Mercer-Pottinger is a multi year CCNG magnet member and regular contributor to member programs and content.
Not averagehandlingtime or other internal metrics. If there are multiple transfers, long waittimes with an agent, or other barriers then you know the answer. Is the customer able to find the resolution quickly and efficiently? Smooth, efficient & friendly is what customers expect.
That means operational metrics like Average Speed of Answer (ASA), AverageHandleTime (AHT), and FCR prove to focus on controlling costs instead of ensuring overall customer satisfaction. Plus, you can draw a clear line of distinction between a shorter AHT and reduced customer waittimes.
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Average Handle Time 
195 
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