Average Handle Time Document Employee engagement 
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. Efficient contact center operations are closely tied to employee engagement.
TeleDirect
APRIL 7, 2025
CRM and ticketing systems Call routing platforms Knowledge bases and internal documentation Troubleshooting procedures 4. Data handling policies Confidentiality agreements Industry-specific regulations (e.g., Active listening Empathy and emotional intelligence Conflict resolution and de-escalation Communication and tone control 3.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Fonolo
JUNE 9, 2020
Average Handle Time (AHT). Average Handle Time (also known as Average Response Time) refers to the amount of time it takes for an agent to answer an incoming inquiry. But be warned: the problem with average handle time is that it measures agency efficiency but not effectiveness.
COPC
OCTOBER 28, 2022
The New Zealand Employee Engagement Research Report is timely as organisations are battling to secure talent in tight employment markets globally. Insights into staff engagement, satisfaction levels and key initiatives to retain the talent you have are invaluable. New Zealand Employee Engagement Report, 2022.
Fonolo
DECEMBER 13, 2022
Our rich insights help inform your strategy and monitor progress, showing metrics like average handle time (AHT), and much more. . A business development plan should be a living document, constantly updated with your call center’s objectives, goals, financial information, milestones, and methods to measure progress.
CCNG
MARCH 30, 2022
This can also impact employee engagement and retention. HR was involved with a new cadence of verbal and written warning documents that aligned with this new management strategy. To make matters worse, the agent’s average handle time goes up because the agent is discouraged and types or talks slower.
TechSee
AUGUST 26, 2024
Similarly, call center agents are measured on their average handle times. These two metrics are closely related, as longer handle times will naturally result in longer wait times for customers. This can result in multiple follow-up calls and longer average handle times, exacerbating customer frustration.
Expert insights. Personalized for you.
195 
Let's personalize your content