2021 Average Handle Time Calibration Feedback 
The Northridge Group
AUGUST 23, 2022
Download Northridge’s 2021 State of the Customer Service Experience Report for additional CX insights. These KPIs include: Average Handle Time (AHT). Each associate is rated on multiple behaviors in addition to performance on compliance. First Contact Resolution (FCR). Customer Experience (CX).
Outsource Consultants
MARCH 29, 2021
Is sales revenue your sole focus in 2021? Call Center Tip #5 — Collaborate and Calibrate. Lastly, make sure you’re leveraging your BPO’s expertise in real-time. So make sure to offer your BPO vendor opportunities to provide feedback and suggestions. Agree on success measures — “Reduce your hold time by 30%.”.
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