Metrics That Matter: Average Handle Time

Taylor Reach Group

Average handle time is a wonderful tool. AHT is an AVERAGE, and is Simply the Midpoint of All the Conversations. Long term, experienced agents are capable of handling more complex calls and handle simple calls faster than new agents.

What is Average Handle Time? Challenges, Examples, and Best Practices for Improving AHT


Definition of Average Handle Time Average handle time, or AHT, is an important call center metric. The post What is Average Handle Time?

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Predicting Contact Center Average Handle Time

Bright Pattern

Average handle time, or AHT, is one of the most important contact center metrics. For instance, it directly influences waiting time, abandonment rate, occupancy of agents, workforce demand, and ultimately both customer satisfaction and cost of operation.

Predicting Contact Center Average Handle Time Part 2

Bright Pattern

Last week Part 1 of the Predicting Contact Center Average Handle Time blog series discussed real-world examples and how to build a histogram to extract useful information for your contact center. average handle time

The Health of the Contact Center: Are You Ready for 2019?

complex over time. CUSTOMER DATA AVAILABLE AT THE TIME OF THE REQUEST. A quar- ter (25 percent) say they feel stressed multiple times a week, while 12 percent say they feel stressed all the time. center metrics include average handle. single time.

Operational Indicators – Average Handle Time (AHT)

Taylor Reach Group

In this article, we tackle one of the most important indicators; Average Handle Time (AHT). AHT is defined as the total amount of time (on average) that an agent spends on a contact. In a Contact Center environment (voice, chat), AHT includes talk time, hold time and after call work time (ACW). As the name indicates, it is the historical average for thousands, perhaps millions of calls handled by the Center over a reasonable period of time.

Calculating Average Handle Time in Light of Customer Experience and IVRs

Taylor Reach Group

Definition of Average Handle Time: The average time spent handling a contact with a customer, which may be a call, email, chat or any kind of request. The total handle time includes not only the time that an agent spends directly communicating with the customer but also time spend after the contact completing customer’s request – ACW – After Call Work (ACW) or Post Call Processing (PCP).

How DSW Reduced Their Average Handle Time By 19%


Every time we grow demand, we can’t grow people. That’s led to an overall 19% reduction in Agent Handle Time. That agent time reduced represents a significant amount of savings that we can put back into our bottom line and we’re seeing that absolutely 100%.

How to Improve Your Live Chat Average Handle Time


For live chat, that means responding to customers quickly and streamlining chat handling times. In 2016 Kayako’s support team worked on a six-month project aimed at improving chat availability, average chat handling time (CHT) and first response Time (FRT).

After Call Work – Why it Matters and How to Ensure it’s Done Right


Taking the time to tag the call, log the details, update the CRM system or forward customer feedback to the relevant department provides vital information to contact center managers, chief experience officers, R&D personnel and customer journey mappers.

Study: The Health of the Contact Center

complex over time. CUSTOMER DATA AVAILABLE AT THE TIME OF THE REQUEST. A quar- ter (25 percent) say they feel stressed multiple times a week, while 12 percent say they feel stressed all the time. center metrics include average handle. single time.

Mattress Firm’s Contact Center Rises and Shines – Improving QA Scores and Average Handle Time

NICE inContact

With average handle time (AHT) down by 21%, adherence up by 31% and QA scores up from around 50% to 70%, the positive impact on customer satisfaction is unmistakable. The post Mattress Firm’s Contact Center Rises and Shines – Improving QA Scores and Average Handle Time appeared first on NICE inContact Blog. As the leading specialty bedding retailer In the U.S.,

How to reduce Average Handling Time and improve quality


Date: Wednesday, July 4, 2018 Author: Anne-Merete Jensen - Senior Business Consultant How to reduce Average Handling Time and improve quality. Share knowledge through best templates A large proportion of consumer questions are asked multiple times, by a number of people.

Young Energy Improves Average Handle Time (AHT) and Motivates Contact Center Agents

NICE inContact

In fact, implementing NICE inContact CXone has resulted in significant improvements in everything from average handle time (AHT) to average speed of answer (ASA) to quality assurance scores.

Improve AHT: here’s how top contact center decision makers do it


Analysis of Average Handling Time is deeply entrenched in the customer service field and almost every contact center manager wants to improve AHT. AHT = Total Talk Time + Total Hold Time + Total Post-Call Work/Number of Calls Handled.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

in time to support the critical tax returns period, eGain Virtual. time and money,” 70% of survey respondents either agreed or. on the website in the current session for more than the pre- determined time. time-starved demographic.

How AI is Reducing Handle Time and Improving the Customer Experience in 2019

Contact Center Pipeline

Technology AI artificial intelligence average handle time call center contact center KM Knowledge ManagementIt’s a well-known fact that customers hate to wait.

7 Essential Tips for Reducing Average Handling Time


Time plays a key role in customer service. For this reason, average handling time, or AHT, is often considered an important metric to measure in the contact center, as agents strive to offer great customer service while keeping their interactions as short as possible. Keeping agents well-informed is essential to reducing average handling time. Whenever agents need time to find or process information, customers should be kept informed.

Make Sure Multi-play Doesn’t Multiply Average Handle Time

Customer Interactions

In the dynamic world of communications, service providers, in their continuing quest to expand their customers' wallet share, are launching a growing number of new services at an accelerated pace. Multi-play services have evolved significantly over the last decade, becoming much more sophisticated, expanding to triple-play, quad-play and beyond

Take a Fresh Look at Average Handle Time

TASKE Technology

Average Handle Time (AHT), for example, can be used to determine whether your team is meeting defined service levels and working efficiently. To calculate AHT, start by determining Handle Time (HT). HT indicates the length of time that was dedicated to activities for calls from queues, over a specific timeframe. It’s important that agents spend an appropriate amount of time with customers.

Inside View: TCL North America

Contact Center Pipeline

Agent empowerment agent empowerment AHT average handle time call center contact center customer advocacy customer experience employee feedback QA processIf you are unfamiliar with TCL (The Creative Life), you probably won’t be for long.

7 Ways to Reduce Average Handling Time in your Call Center


This is the second time I am calling you people for the same problem. On the other side, the agent invested her time with nothing productive in it. The key point that plays a significant role in this is ‘Average Handling Time’.

Leverage Gamification to Level Up Customer Support

Noble Systems

Average Handle Time (AHT). AHT is a metric for the average length of a transaction – from the time the call was initiated to the time it is resolved including hold time, talk time and after work time.

How to improve your contact center reporting and analytics with Business Intelligence


What is contributing to the increase in handle time? Based on some of the discussions we have had with our customers regarding their reporting challenges, one of the challenges they often cite is how time intensive it is to create the analysis they need in Excel.

Boost Productivity with the “Right” Contact Center KPIs and Gamification

Noble Systems

Service level measures the percentage of calls that are answered within a specific time period. Due to fluctuations of incoming calls, you may want to establish different thresholds for peak times and off-peak times. Average Speed of Answer (ASA).

Allied Irish Banks and Deutsche Telekom pioneer voice biometrics to ease customer effort


Customer experience authentication average handle time banking call center contact center customer experience fraud security voice biometricsImproving the customer experience is all about removing friction from every interaction.

Multilingual Support for Health Insurers: What Makes Voiance the Right Choice?


Average Handle Time Language Services multilingual support phone interpretation member satisfaction health insurersMember support is a key component of providing health insurance in the US. Many find the industry confusing, and that leads to questions.

Voiance: Language Solutions for IT Customer Support


Average Handle Time security Language Services multilingual support phone interpretationIT providers tend to field a lot of customer support calls; IT seems complicated to outsiders, and that leads to questions.



Demographics & Culture Over-the-Phone Interpretation Translation Customer Satisfaction cost savings Voiance First Call Resolution Average Handle Time Competitive AdvantageDoes your business provide multilingual support?

14 Critical Call Center Metrics You Should be Tracking

NICE inContact

Tracking first call resolution ensures that you are satisfying customers in the shortest amount of time, without the need for any follow-up. Average Wait Time : Average wait time tracks how long it takes for customers to connect with an agent who can address their needs.

Phone Interpretation for the Pharmaceutical Industry | Why Voiance?


Is your organization equipped to handle them? Average Handle Time security Language Services multilingual support phone interpretationMost pharmaceutical operations take customer support calls.

Rankings show banks are doing well – are you keeping up?


I always look forward to reviewing the customer experience report that the Temkin Group puts out each year. The Temkin Experience Ratings use a survey of 10,000 US consumers to rank companies and industries on the basis of customer experience alone.

Three Ways Voiance’s Phone Interpretation For BPOs Can  Benefit Your Organization


BPO providers offering contact center support handle hundreds or thousands of phone calls a day on for their clients. phone interpretation Over-the-Phone Interpretation BPOs Average Handle Time Compliance

Voiance: Quick Connections to Qualified Interpreters for State and Local Agencies


State and local agencies phone interpretation Over-the-Phone Interpretation Average Handle Time reliability Competitive Advantage



Average Handle Time Competitive Advantage finance billing cost savings reportsThere are third-party expenses for running any business, such as telecom, electricity, and language services.

Beyond Containment


Customer experience average handle time call containment call deflection contact center containment rate customer satisfaction customer service first contact resolution Intelligent self-service IVR misrouted calls multichannel customer service omnichannel customer service quality measures



With 2018 coming to an end, it's time to evaluate your contact center’s metrics. Over-the-Phone Interpretation Customer Satisfaction multilingual support reliability cost savings Voiance Customer Service Contact Centers First Call Resolution Average Handle Time

The Coming Disruption of the Contact Center Outsourcing Industry

Taylor Reach Group

Each day millions of calls, emails, chats, SMS messages and social media interactions are handled by Contact Center agents employed by these Contact Center Outsourcing (CCO) firms representing thousands of organizations and brands. The staff labor is resold either on a Full-Time Equivalent (FTE), per hour or per minute basis. Volatility in the form of volumes spikes, seasonality or increased handle time (AHT) is the enemy. By: Colin Taylor.

Count to 5 for perfect multi-channel forecasting


Having the right number of agents in the right place, at the right time is easier than you think. Use it to spot deviations from normal events such as unexpected spikes in call volumes or even different average handling time (AHT) patterns.

Value-Driven Knowledge Management: Introducing a New Model


Over the past few years, KM customers and prospects have increasingly asked Verint to help them define, deliver and measure KM value.