2003 Average Handle Time Blog First call resolution 
Call Design
JULY 6, 2021
The industry benchmark for the first call resolution measurement is between 70% to 75%. Net promoter score was developed by Bain and Co in 2003 and is a measure used to gauge customer loyalty, satisfaction, and enthusiasm with a company. Average Handle Time (AHT). Net Promoter Score.
BlueOcean
FEBRUARY 7, 2019
Instead, we live in a customer-centric world, where metrics like Average Speed of Answer (ASA), Average Handle Time (AHT), and First Call Resolution (FCR) are, by themselves, short-sighted and more focused on controlling costs instead of enhancing the experience.
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