Agent burnout Average Handle Time Customer effort Examples 
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. 1 Average Handling Time. How to improve CSat.
Babelforce
JULY 29, 2021
For example, a low AHT is a sign of fast service, but it’s not much use if customers aren’t satisfied with the help they receive. 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
Voxjar
JANUARY 11, 2018
Low Dead Air Time – Dead air on a call often means your reps are uncertain of how to respond to a customer and leaves customer waiting uncomfortably in limbo. Average Handle Time – A problem is likely to be resolved on the first call if the customer gets their answer quickly.
Expert insights. Personalized for you.
52 
Let's personalize your content