Expivia

APRIL 1, 2021

But, there’s one key performance indicator that every call center needs to know: the average handle time. This post will define what the average handle time is, and what you can do to lower it. What Is Average Handle Time? How to Improve the Average Handle Time.

Average Handle Time 52

Average Handle Time Call Center Interactive Voice Response Banking 52

OctopusTech

JANUARY 20, 2025

In the case of a call center, you will mark the performance of the agents against key performance indicators like script compliance and customer service. Although you may not focus on the evaluation and management of quality, you are interested in finding out whether the agents are meeting the set standard.

Call Center 62

Call Center Scripts Benchmark Average Handle Time 62

TeleDirect

APRIL 3, 2025

Custom Script Design: Tailor responses to align with your brand voice. Client Success Story: An e-commerce retailer using TeleDirects inbound solutions saw a 40% reduction in abandoned calls during peak shopping seasons by leveraging scalable staffing and custom scripts that aligned with their brand message. A: Absolutely!

Interactive Voice Response 62

Interactive Voice Response Abandon rate Healthcare Multi-channel support 62

Talkdesk

SEPTEMBER 18, 2020

This is a guest blog from Pratik Salia, product manager at Knowmax , a Talkdesk® AppConnect ™ partner. A well-organized knowledge base with easy findability and searchability helps agents access the right information at the right time for accurate and timely resolutions. This will help align the team towards common goals.

Management 116

Management Average Handle Time First call resolution Self service 116

Callminer

JULY 16, 2018

Contact centers especially struggle with how to train, manage, and engage agents properly. As their manager, it is also important that you include at-home employees in all internal communications. Out of sight, out of mind is not a valuable strategy when it comes to managing at-home agents. Personalize their training.

At home agents 196

At home agents Call Center Gamification Average Handle Time 196

TeleDirect

APRIL 7, 2025

Company orientation Product/service overviews Basic call handling skills Compliance and privacy regulations (e.g., Soft Skills Training Soft skills are vital for building customer rapport and managing conversations effectively. HIPAA, PCI-DSS) 2. Technical Training Agents must be proficient in the tools and systems they use.

Call Center 62

Call Center First call resolution Best practices Gamification 62

Callminer

FEBRUARY 4, 2021

While customer vulnerability isn’t new, it’s time companies take action to identify vulnerable customers and implement solutions to better equip company representatives and customer service agents to interact with customers experiencing vulnerability. When the client manages to become financially stable again, they can pay the amount due.

Call Center 345

Call Center Contact Center Finance Consulting 345

Callminer

JULY 5, 2018

When it comes to improving efficiency, many call centers choose to record phone calls and track average handle time , and first call resolution rates. In the past, managers would choose a handful of an agent’s calls to listen to and manually score based on the center’s desired standards. Track progress over time.

First call resolution 157

First call resolution Call Center Average Handle Time Contact Center 157

TeleDirect

MARCH 15, 2025

Inbound Call Center Services These services focus on customer support, inquiry resolution, and issue management. Customer Service & Technical Support Billing and Payment Assistance Appointment Scheduling and Reservations Help Desk Support Order Processing & Returns Management 2. Delays due to offshore time zones.

Call Center 62

Call Center First call resolution Healthcare Telemarketing 62

Callminer

APRIL 24, 2020

Following the agent interview and selection process, managers should be keyed into how best to facilitate ongoing agent support, growth, and training. Quality monitoring software , such as speech analytics , automatically monitor and score 100% of calls, helping managers deliver objective feedback and improve agent performance.

Best practices 182

Best practices Call Center Coaching Schedule adherence 182

Calabrio

MARCH 5, 2025

Effective call quality monitoring solutions and the contact center quality management programs they support provide valuable insights that drive agent coaching, process optimization, and ultimately, increased customer satisfaction and loyalty. Transform the way you analyze conversations with automated quality management.

Best practices 52

Best practices Coaching Scripts Contact Center 52

Callminer

JUNE 3, 2019

Let’s run through some of the triggers that send employees running in the other direction and how managers can help stop the cycle: Poor feedback is stunting agent growth. With only one in three workers receiving positive recognition on a weekly basis, managers are inadvertently opening the door for them to leave.

Best practices 140

Best practices Average Handle Time Coaching Analytics 140

Outsource Consultants

MARCH 18, 2025

Domestic brands are increasingly exploring call center outsourcing both nearshore and offshore as a cost-effective alternative to managing customer experience (CX) in-house. At the same time, rapid advances in AI are transforming how contact centers operate, enabling smarter automation and data-driven insights.

Call Center 67

Call Center outsourcing First call resolution Average Handle Time 67

TechSee

DECEMBER 28, 2020

For the first time, technicians normally found in the field were stationed in a back office or worked from home, guiding customers remotely as a traditional agent. Likewise, agents were empowered to go above and beyond their standard scripts, using their newfound technical knowledge and skills to assist their customers.

Technical Support 186

Technical Support Customer Service Enterprise Scripts 186

TechSee

SEPTEMBER 29, 2020

” Techniques to optimize time. Average Handle Time (AHT) is a traditional contact center KPI that measures the average duration of a communication between an agent and a customer. Monotony can be alleviated by changing scripts or desk placement, for example. Improve AHT with knowledge bases.

Call Center 196

Call Center Self service Gamification Contact Center 196

Momentum Telecom

FEBRUARY 5, 2025

Accept that you will need to move past basic call metrics Some organizations track basic metrics like total calls or average handle time. Smarter staffing & scheduling Workforce management is one of the hardest parts of managing a customer service team or larger contact center.

Analytics 52

Analytics Abandon Call Abandon rate Call Logging 52

TechSee

OCTOBER 31, 2019

Bad desktop tools rank highest on the list of contact center challenges and it’s no wonder that service reps hate having to handle their own technical issues when they should be helping customers with theirs. The zombie script. That’s why new tools are vital if managers want to keep their talent and cut call center turnover.

Call Center 117

Call Center Contact Center Average Handle Time Scripts 117

Monet Software

OCTOBER 30, 2018

The script your agents use serves a multitude of purposes. How certain are you that the script you’re using now is achieving these objectives? Average Handle Time is Getting Worse. If calls are taking too long, one way to shorten them is by editing the script to cut down on well-worn content.

Scripts 54

Scripts Contact Center Average Handle Time Analytics 54

Calabrio

FEBRUARY 27, 2025

Workforce Management 2025 Call Center Productivity Guide: Must-Have Metrics and Key Success Strategies Share Achieving maximum call center productivity is anything but simple. Average Handle Time (AHT): Tracks the average duration of a customer interaction.

Call Center 52

Call Center Metrics Gamification Contact Center 52

Balto

MARCH 3, 2025

Defining and Importance of Automation in the Call Center Automated call center solutions use AI, machine learning, and robotic process automation to handle routine customer interactions. These systems manage basic tasks like appointment scheduling, payment processing, and account inquiries without human intervention.

Call Center 52

Call Center Interactive Voice Response Average Handle Time First call resolution 52

Outsource Consultants

FEBRUARY 25, 2025

This comprehensive approach to order management improves customer satisfaction. This improves response times and allows human agents to focus on complex issues. These chatbots manage product inquiries and order tracking, improving efficiency and customer satisfaction. order accuracy rate , minimizing costly returns.

Call Center 67

Call Center Sales outsourcing Technical Support 67

TechSee

OCTOBER 10, 2019

The traditional contact center – with agents in cubicles following scripts and rushing to meet individual KPIs – will soon be a thing of the past. For example, a company’s focus on Average Handling Time (AHT) can be a significant barrier to contact center collaboration. By the book. Every agent for himself.

Contact Center 117

Contact Center Wireless Scripts Average Handle Time 117

eGain

MARCH 3, 2015

In many areas of management it is clear what to measure and what action to take when things go wrong. Organizations need to measure customer service in order to see the effect of management actions. This is the foundation of good customer experience management. Are you measuring customer experience? Net Promoter Score?

Customer Experience 69

Customer Experience Management Contact Center Average Handle Time 69

Hodusoft

JULY 19, 2023

It is designed to help businesses in efficient management and handling of large volumes of incoming customer calls. Choosing the right inbound call center software can help businesses in improving customer satisfaction, reducing wait times, and increasing operational efficiency.

call center software 98

call center software Call Center Interactive Voice Response Average Handle Time 98

SharpenCX

SEPTEMBER 25, 2020

But ditch the scripts. Your agents likely hear the same complaint four, five, six times a day. Especially if they’re working hard to meet their Average Handle Time metric. Empathy fails when an agent sounds scripted. Read Next] Empathy starts with you, manager. You have every right to be upset.

Contact Center 128

Contact Center Coaching Scripts Average Handle Time 128

CrazyCall

JANUARY 28, 2019

Thanks for coming back to read “TOP 20 Call Center Metrics Managers Can’t Ignore – Part 3”! Average handling time. #12. Hold time. #14. Average handling time. Average handling time (AHT) is an average time an agent devotes to handling customers’ calls and resolving their issues.

Call Center 49

Call Center Metrics Average Handle Time Management 49

Balto

JANUARY 17, 2025

If youre in call center management, you know the grind. But the good news is that with a robust call center management strategy, including the right strategies, tools, and leadership approach, you can transform chaos into consistency and set your team up to thrive. What is Call Center Management? Its part art, part science.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 18, 2025

If youre in call center management, you know the grind. But the good news is that with a robust call center management strategy, including the right strategies, tools, and leadership approach, you can transform chaos into consistency and set your team up to thrive. What is Call Center Management? Its part art, part science.

Best practices 52

Best practices Call Center Metrics Management 52

Fonolo

JANUARY 10, 2023

It’s a hot topic, and many call center managers want to know what this rapidly evolving technology will mean for their organizations. AI technology can further support agents with its ability to analyze call sentiment in real time and offer in-call scripting recommendations. There are so many questions — and some concerns, too.

Call Center 91

Call Center Interactive Voice Response Average Handle Time First call resolution 91

aircall

APRIL 21, 2017

Thankfully, measuring every KPI, all the time, would be a tremendous waste of time and resources and would yield an unmanageable and opaque amount of data. Average handle time (length of all calls / total number of calls). The average amount of time an agent spends on calls, including hold or transfer time.

Best practices 81

Best practices Scripts Outbound sales Coaching 81

NobelBiz

SEPTEMBER 3, 2024

First things first, you have to manage call center productivity. Unless constantly upgraded with a skill or professional development, agents may not be able to meet higher degrees of customer expectations or manage issues effectively. How to Calculate Call Center Productivity? That said, you must calculate it correctly, first.

Call Center 98

Call Center Morale First call resolution Abandon Call 98

Calabrio

MARCH 5, 2025

Thanks to advances in AI, the latest customer experience analytics tools are enabling businesses to analyze seemingly countless interactions in real time and driving a new level of precision for service, sales, marketing, product management, and beyond. Improved performance management and agent empowerment.

Analytics 52

Analytics Customer Experience Agent Empowerment Contact Center 52

Outsource Consultants

FEBRUARY 5, 2025

Managing outbound call center operations in-house can be resource-intensive and challenging. How to Maximize Outsourced Outbound Call Center Performance Set Clear Performance Metrics Effective management of an outsourced outbound call center requires specific, measurable goals. CRM integrations to streamline customer data management.

outsourcing 67

outsourcing Call Center Sales Gamification 67

Zingtree

MARCH 22, 2018

Knowledge management is one of the most important business functions in any industry – for call centers, in particular, having an effective knowledge base isn’t just a nice-to-have, it’s necessary. to cut down on time spent solving problems and finding the specific information. – Lowering overall training costs.

Call Center 58

Call Center Management Average Handle Time Call Logging 58

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.

Contact Center 67

Contact Center Abandon rate Average Handle Time outsourcing 67

SharpenCX

DECEMBER 2, 2020

Bulk up your knowledge management resources so agents have access to SOPs and common customer questions. Set conditions and monitor customer conversations for trigger words like “cancel,” so managers and supervisors can jump in and lend a helping hand in-the-moment. And turns out, upskilling your team falls on you, manager.

Call Center 128

Call Center Customer Service Contact Center Metrics 128

Fonolo

JULY 5, 2022

With that data, you can inform performance management and improve the customer experience. Resolution effectiveness and time. Sample Monitoring: Managers will select random agent interactions and call recordings for review. Did the agent follow the script to a reasonable degree? What is Call Center Quality Monitoring?

Best practices 81

Best practices Call Center Metrics Abandon rate 81