Remove Agent burnout Remove eBook Remove Interactive Voice Response
article thumbnail

The 10 Essential Call Center Metrics You Can’t Live Without

Babelforce

Average handling time (AHT) measures the average time it takes agents to complete a call. The timer starts when a call is routed to an agent and stops when that agent has finished after call work. You don’t track time spent on hold or time in IVR. Check out our eBook on contact center automation for even more tips!). #2

Metrics 52