2020 Average Handle Time Benchmark Wait times 
Hodusoft
OCTOBER 22, 2021
A study by Gartner also indicates that by 2020, more than 50% of companies will refocus their attention on improving customer experiences. Call center metrics focus entirely on average handling time or average talk time. In general, customers do not seem to enjoy long wait times, either.
bold360 Blog
APRIL 28, 2021
2020 was a year for the record books. That businesses can actually improve their key indicator metrics during uncertain times if they have the right systems and tools in place. Like many businesses during much of 2020 with customers impacted by COVID-19, the UK bank saw spikes in customer service demand. Something had to change.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Fonolo
NOVEMBER 17, 2020
After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. Nobody escaped the long lines and endless waiting times. “If 2020 has taught us anything, it’s that people need human connection and clear communication. Contact Center Trends 2020.
Comm100
APRIL 28, 2021
CSAT, or your Customer Satisfaction Score, is one of the best benchmarks for determining how happy your customers are with the service they have just received. See how you stack up: Comm100’s 2021 Benchmark Report found that the average live chat customer satisfaction (CSAT) rate increased by 1.5% Average resolution time.
Comm100
MAY 28, 2020
If it’s high, you may need to add staff during peak busy times. Alternatively, you may need to check average handle time as it could indicate that your agents are spending too much time on each chat. It can be measured as follows: Amount of live chats per month x Average Handle Time.
Expert insights. Personalized for you.
122 
Let's personalize your content