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). Hold time is what happened for the customer.). 9 Wait time.

Call Center 52

Call Center Abandon rate Contact Center Agent burnout 52

Monet Software

JULY 30, 2019

Average Speed of Answer: Average Speed of Answer (ASA) calculates the average amount of time it takes for calls to be answered in a given time frame. It often goes along with the Average Wait Time (AWT) metric which corresponds to the period of time before you get connected to an agent.

Call Center 54

Call Center Metrics Abandon rate Schedule adherence 54

Voxjar

JANUARY 11, 2018

Low Hold Time – If a problem was resolved in one call it probably means the customer didn’t experience frequent or long wait times. 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.

First call resolution 40

First call resolution Contact Center Construction Agent burnout 40

Comm100

SEPTEMBER 28, 2022

Read on to learn which live chat KPIs will be most useful to the development of your customer service team so you can optimize your live chat experience. A high number of missed chats may also indicate that agents are spending too much time on each chat. We’ll look more at the average handle time metric later.

Average Handle Time 93

Average Handle Time Benchmark Wait times Metrics 93