Average Handle Time industry standards Schedule adherence 
Outsource Consultants
JANUARY 27, 2025
Five key KPIs help optimize efficiency: Average Handle Time (AHT) , Service Level , Abandonment Rate , Occupancy Rate , and Average Speed of Answer (ASA). Optimize Average Handle Time (AHT) AHT measures the average time spent on a customer interaction, including talk time, hold time, and after-call work.
Calabrio
MARCH 22, 2025
Add flexibility with self-scheduling Empower agents with the ability to manage their schedules, promoting better work-life balance and increasing job satisfaction. Define SMART goals To truly drive contact center performance, begin by setting SMART goalsspecific, measurable, achievable, relevant, and time-bound.
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Outsource Consultants
FEBRUARY 27, 2025
Advanced Analytics for Performance Tracking Performance tracking has evolved beyond basic metrics like average handling time. This has resulted in improvements in schedule adherence and operational costs for many centers. This has resulted in reduced average handling times without compromising on quality.
JustCall
MARCH 9, 2023
Let’s dive straight into the 30+ best contact center metrics industry standards. You can obtain this metric by multiplying the average number of calls handled by the average time of calls handled and dividing this figure by the working hours.
Hodusoft
JUNE 7, 2024
Tracking and Analyzing Performance Metrics Tracking and analyzing Key Performance Indicators (KPIs) like Average Handling Time ( AHT ), First Call Resolution ( FCR ), and Customer Satisfaction ( CSAT ), is vital for measuring call center effectiveness. The ideal agent utilization rate varies across industries and call types.
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