Abandon Call Agent burnout Average Handle Time Service level 
Babelforce
NOVEMBER 25, 2021
In this post: Average Handling Time Customer Satisfaction Service Level First Contact Resolution Call Abandonment Rate Percentage of Calls Blocked Call Transfer Rate Wrap-up Time Customer Effort Score Average Idle Time. Top Ten Call Center Metrics. #1
Balto
DECEMBER 14, 2022
If your call center is productive, your CSAT should be 85% or higher, and the opposite is true. Average Handling Time (AHT). The Average Handling Time (AHT) is the total amount of time an agent spends handling a customer, measured in seconds.
Babelforce
JULY 29, 2021
It differs from handling time because it doesn’t include after call work or time on hold. It’s useful to know, but – time spent talking doesn’t necessarily indicate service quality. #2 2 Average handle time (AHT). 4 Service level. 19 Average idle time.
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