Average Handle Time, Customer effort and Outbound sales

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Average Handle Time

Customer effort

Outbound sales

Key Benchmarks Should You Target In 2025 for your Contact Center

NobelBiz

JANUARY 28, 2025

These are the essential KPIs you should track: First Call Resolution (FCR) Rate : How often are customer issues resolved in the first interaction? A high FCR rate indicates operational efficiency and customer satisfaction. Average Handle Time (AHT) : This measures how long agents spend on calls, including after-call work.

Benchmark

Benchmark Contact Center Abandon rate Average Handle Time

Call Center Metrics: Examples, Tips & Best Practices

Callminer

NOVEMBER 25, 2019

If customers are abandoning the line too frequently, it could signal that there are issues with individual agents or general call management practices. Average Handle Time. Average handle time is the amount of time on average an agent takes to resolve an issue for a caller.

Best practices

Best practices Call Center Metrics Average Handle Time

Customer Contact Central

Key Benchmarks Should You Target In 2025 for your Contact Center

Call Center Metrics: Examples, Tips & Best Practices

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