ShepHyken

OCTOBER 1, 2023

AHT, as in average handle time, is a metric used to measure the average length of time for a customer support call. Some companies look for low AHTs, hoping to manage more calls per hour or shift with a lower time. The customer’s AHT includes hold time and time on the phone with the agent.

Customer Service 179

Customer Service Average Handle Time Contact Center Metrics 179

TechSee

AUGUST 26, 2024

Studies have shown that customers are willing to wait a little longer than expected – but anything beyond that and they can become extremely dissatisfied. Similarly, call center agents are measured on their average handle times. We’ve listed the ten we find most valuable below.

Call Center 124

Call Center Customer Service Average Handle Time Interactive Voice Response 124

JustCall

APRIL 23, 2020

“All our workshops and training sessions now had to be provided online. The Skill Provider company found that because of the desk phones sales reps spent only 1/3 rd of the time selling. All these manual work along with misdialing, excessive waiting time, and call drop accounted for a 27% decline in their efficiency.

Interactive Voice Response 105

Interactive Voice Response CRM Healthcare Average Handle Time 105

NobelBiz

SEPTEMBER 3, 2024

Legacy workflow, manual entry, and inefficient call-handling procedures bring down the pace of operations apart from increasing customer wait times. Bound to be time-consuming, these are sure to increase AHT and decrease the FCR rates, hence bringing down overall productivity.

Call Center 98

Call Center Morale First call resolution Abandon Call 98

Playvox

MARCH 27, 2023

This could include a combination of classroom training, on-the-job training, learning courses , and workshops. By simplifying workflows, you can reduce wasted time and ensure that agents can focus on what they do best: assisting customers and resolving issues.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

NobelBiz

APRIL 18, 2023

These metrics should be data-driven, allowing you to identify areas of improvement and track progress over time. Average Handle Time (AHT) The average call handling time (AHT) is frequently used to determine individual agents’ effectiveness and the performance of the customer service organization as a whole.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

JustCall

DECEMBER 10, 2020

A common good practice is, when putting clients on hold, agents must predefine wait times. Longer waits times may cause customers to hang up, leading to negative experiences. You can thus optimize the workshops or trainings for the newly joined agents. People buy from brands that they can trust.

Best practices 52

Best practices Call Center Sales Average Handle Time 52