Average Handle Time Calibration Document Feedback 
The Northridge Group
AUGUST 23, 2022
These KPIs include: Average Handle Time (AHT). In addition to sharing this finding, we conducted extra calibrations on the calls the outsourcing partner handled and identified issues of concern to address in training such as: The vendor’s newly hired agents were missing basic knowledge of relevant customer service programs.
Callminer
AUGUST 1, 2017
Average handling times (AHT) increase. They don’t do anything else except maybe monitor a few calls and give some feedback. Training documentation needs to be updated regularly, and on-going training is important for improving efficiency. Feedback loops are imperative to success. Errors happen.
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Serenova
MAY 29, 2020
You’ll improve customer experience metrics like average handle time and first call resolution. Before recording and analyzing calls, clearly document the goals of your quality management program. Encourage their feedback, which keeps them engaged. Calibrate regularly. Communicate the benefit to agents.
Serenova
MAY 29, 2020
You’ll improve customer experience metrics like average handle time and first call resolution. Before recording and analyzing calls, clearly document the goals of your quality management program. Encourage their feedback, which keeps them engaged. Calibrate regularly. The Cloud. Support and Motivate Agents.
Voxjar
AUGUST 15, 2021
Document all of your goals and objectives, detail how they align with the needs of your customers, and create a rubric that shows what success looks like for each of those goals and objectives. For KPIs, the information is much more data-driven and includes statistics like: Average time in queue: how long inquiries sit before being handled.
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