article thumbnail

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. Calculation: Total Handle Time/Total Contacts. By: Peg Ayers and Turaj Seyrafiaan.

article thumbnail

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).

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

Key contact center metrics you should be tracking

CCNG

Average Handle Time (AHT) An efficiency metric, average handle time measures the amount of time it takes each agent to converse with a customer. Because it measures a cumulative experience, it’s a survey that should be used sparingly. Therefore, unlike CSAT, NPS isn’t a real-time metric.

Metrics 195
article thumbnail

Contact Centers Focusing Less on 80/20 Service Level

Fonolo

In the wide world of call center metrics, “service level” has always held a special place. The longevity of service level is astonishing when one considers the enormous changes that have occurred in customer service technology over the last few decades. The original logic behind it is lost to time.

article thumbnail

Case Study: Global Multilingual Support Transforms Customer Experience

24-7 InTouch

Even in cases where multilingual demand is low in volume, a permanent support team requires a minimum of two people to optimize service-level agreement (SLA) consistency. The post Case Study: Global Multilingual Support Transforms Customer Experience appeared first on IntouchCX. We achieved the following results: 68.5%

article thumbnail

3 Reasons Your Call Center is Missing Benchmarks

Fonolo

Service level (SLAs). Service level measures the number of inbound calls answered within a certain time frame. The closer the number of calls answered within 30 seconds is to 100%, the better your service level benchmark. Average Handle Time (AHT). Service level: 80%.

Benchmark 142
article thumbnail

How to Calculate Outsourced Call Center Service Level and Why is it Important?

Advantage Communications

When it comes to outsourcing your customer service to a call center, there are a range of metrics that call centers use to ensure they are delivering a superior customer experience (CX) for your customers.