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

Callminer

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

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.

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).

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. 20 Rethink Metrics: Traditional call. single time.

How to Improve Your Live Chat Average Handle Time

Kayako

Aching over why your metrics aren’t meeting your performance benchmarks is tough for any support team. Support metrics are crucial at Kayako. For live chat, that means responding to customers quickly and streamlining chat handling times. lunch and project time).

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

inContact

Disconnected platforms and systems, an inability to get the metrics it needed and few customer insights were all obstacles to the excellent experiences the company wanted—and needed—to provide its customers.

IMPROVE YOUR CONTACT CENTER'S METRICS WITH VOIANCE

Voiance

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

14 Critical Call Center Metrics You Should be Tracking

inContact

As a contact center manager, you’ve got a lot of metrics to choose from as your key performance indicators (KPIs). In this blog, we help narrow down this long list to help you focus on the metrics that, when improved upon, will really help your contact center thrive.

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. Clients want qualitative metrics and KPI’s.

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. 20 Rethink Metrics: Traditional call. single time.

20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them

Callminer

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance.

Contact Center Metrics ARE Customer Experience Metrics

Customer Service Life

I think we can agree that CSAT (or NPS or Customer Effort) are clearly customer experience metrics because customers are responding to those surveys based on their experience. But how many would list quality assurance, a standard contact center metric, as a customer experience metric?

Are You Using 1999 Metrics to Measure 2019 Customer Care?

BlueOcean

It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e.

What Call Center Metrics mean to Customers

Taylor Reach Group

In the daily operation of our Call and Contact Centers we throw around metrics and performance measures like they were candy. So with ‘tongue planted firmly in cheek’, I present a customer translation for commonly used Call Center metrics; SL – Call Center operators know this as Service Level ; the percentage of calls that are answered within a defined period of time. AHT – We know this as Average Handle Time or the time it takes to complete an interaction with a customer.

The Ultimate Guide to Customer Support Metrics

Kayako

We have put together a list of key customer service metrics, so you can be sure that your support team is doing the best it can to help your customers. On this page you can see a complete list of all the customer support metrics that matter, and why. Performance metrics.

TOP 20 Call Center Metrics Managers Can’t Ignore – Part 3

CrazyCall

Thanks for coming back to read “TOP 20 Call Center Metrics Managers Can’t Ignore – Part 3”! In our previous blog posts, we’ve discussed the most basic inbound and outbound call center metrics to help you ensure customer satisfaction and keep your call center agents organized.

How to Make Performance Metrics Truly Matter

Contact Center Geek

One thing that is still very common is the practice of putting most of the metric goals on the backs of the front line contact center team members. There’s a better way: stop using AHT and Adherence as team member performance metrics. This article originally appeared on ICMI.

Average Talk Time: The Little Metric with Big Insights

inContact

Average talk time (ATT) is often a neglected little contact center metric. Overshadowed by its bigger, louder counterpart, Average handle time (AHT), it often stays in the background, waiting for someone to notice it and realize its potential.

Contact Center Metrics, Why Do They Matter?

Taylor Reach Group

Metrics, Key Performance Indicators (KPI’s), Reports – we have a lot of names for the information and data we review to help keep our centers on track and performing as we want them to. If we generated every possible report, not only would we never have enough time to read, review and understand the reports, but we would likely increase confusion and ambiguity regarding the centers’ performance. Agent Metrics & Reporting. Login time. Available time.

Customer Experience Metrics That Keep the Pulse on Friction-Free Support

Kayako

Metrics like time tracking, productivity, and performance take the front seat, but often don’t relate to the experience your customer receives or how they feel about it. Productivity is not the only metric that matters. What are customer experience metrics?

3 Takeaways from Our Live Discussion on Top Call Center Metrics [Video]

Fonolo

Last week, Fonolo hosted an insightful live discussion on the top call center metrics you need to be tracking. This expert panel discussed NPS for customer satisfaction, popular call center metrics, the future of the voice channel, and so much more!

“Are We Efficient?” Five Metrics for Tracking Efficiency KPIs

inContact

Below is a list of call center metrics you should look at to improve not only your efficiency, but also your quality and outcomes. Average Handling Time. Keep track of the total time it takes to handle a particular call , including talking time and being on hold.

Top Metrics that Measure Inbound Call Center Performance

Tenfold - Contact Center Blog

It begins with setting metrics. The right metrics or key performance indicators (KPIs) should effectively measure a business’s specific capacities. Here’s a list of the most crucial metrics that inbound call center must measure. It is a direct reflection of an agent’s and a center’s capacity to solve problems, answer questions, and provide needs the very first time a customer calls. Simply put, it’s getting it right the first time and reducing customer effort.

Average Talk Time: The Little Metric with Big Insights

inContact

Average talk time (ATT) is often a neglected little contact center metric. Overshadowed by its bigger, louder counterpart, Average handle time (AHT), it often stays in the background, waiting for someone to notice it and realize its potential. Based on the data, they finish each interaction in a timely manner and aren’t wasting time on the phone. Most importantly, don’t sacrifice customer experience for the sake of one metric.

Addressing metrics gaps between bot-led and human-led service

Comm100

One of those considerations is metrics. Companies that establish thoughtful metrics for their chatbots will find a wealth of resources waiting to help them optimize their live chat offerings. But how should human versus chatbot metrics be treated? This depends on the metric.

Addressing metrics gaps between bot-led and human-led service

Comm100

One of those considerations is metrics. Companies that establish thoughtful metrics for their chatbots will find a wealth of resources waiting to help them optimize their live chat offerings. But how should human versus chatbot metrics be treated? This depends on the metric.

Looking at Contact Center Metrics in a Customer-Centric Way

Aria Solutions

Our early ability to track and measure activity resulted in a series of metrics being adopted to monitor the overall contact center performance. These traditional metrics include average handle time, average wait time, occupancy, idle time, and service level among others. These metrics largely have a philosophical basis in Fredrick Taylor’s “The Principles of Scientific Management”, which still have a certain degree of operational relevance.

5 Valuable Metrics Contact Centers Can Provide Companies

Outsource Consultants

5 Valuable Metrics Contact Centers Can Provide Companies. Big data can help companies improve their customer experience, earn customer loyalty, and increase revenue over time. If you have long handling times, you may need more staff.

Why Metrics Aren’t Everything for Delivering Exceptional Customer Service

Return Customer

Without a doubt, these platforms provide metrics that produce valuable guidance when it comes to customer retention, average handle time, first call resolution , service levels, response times, and even customer churn. In other words, metrics do not tell the whole story. However, some will be stored in a customer’s long-term memory and will be drummed up every time they think about the brand. So what metrics should be tracked and evaluated?

Build your business case to invest more in customer experience – Learn the metrics that move the needle

inContact

Of the many metrics that Contact Center Executives care about, here are some key ones that directly impact customer experience: Customer Satisfaction (CSAT) – This continues to be the #1 direct measure on customer experience. It turns out it is as much a customer experience metric.

Measuring Contact Center Effectiveness

Strategic Contact

Traditional metrics support the drive for efficiency by measuring average handle time, labor cost, staffing, cost per contact, occupancy, and the like. Contact centers must rise to the challenge of attaining efficiency and effectiveness.

10 Ways to Reduce Call Center Attrition and Improve Agent Engagement

Fenero

Focus on Metrics that Drive Positive Agent Experience. Craving and holding on to straight productivity metrics is probably the easiest way to malign employee morale and retention. Organizations should start emphasizing more on metrics like Contact Quality, Customer Satisfaction, etc.

Contact Center Resolution Number 2 – Improve AHT and Agent Engagement with Screen Pops

inContact

However, benefits extend to other contact center metrics as well. Average Handle Time. An effective agent screen pop can have a dramatic positive impact on average handle time (AHT). Wait Time.

Emojis At the Contact Center? Why Not?

Monet Software

Perhaps average handle time (AHT) is the toughest challenge, or cutting down on abandoned calls. If you have a workforce management system you can collect specific data from every customer interaction to assess your status on these metrics.

My name is Amas and I’m a Metricaholic!

BetterXperience

Almost every practitioner I meet feels obligated to tell me about a new metric he or she is measuring. At times I feel like I died and woke up in Metrics Hell! Full disclosure, I have done my fair share of escalating the metrics madness.

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. Even more astonishing is that most call centers would name the same target value for that metric: the magical “80/20”. The original logic behind it is lost to time. Average Handle Time.

Four Reasons Why Your Coaching Efforts Aren’t Working

Monet Software

If coaching sessions involve still spending time going over the same skills agents should have learned in their initial training, then something is amiss. Not enough time.

Keep Your Call Center At-Home Agents Engaged

Callminer

Global Workplace Analytics recently reported that businesses would save an average of $11,000 per remote employee if they worked from home at least half of the time. Gamification is the use of games and technology to offer incentives to employees based on their performance metrics.

“In God we Trust, all others bring data”

BetterXperience

There was a time when all anyone looked to the contact center for was to crank out as many widgets as cheaply as possibly and prevent customers from showing up at corporate with pitchforks. In case you haven’t noticed, more and more of the mindless contacts (payments, status checks) are being handled by robots (Automated systems, website, etc). So sure in the past when most customer inquiries were routine, metrics like Average Handle Time and rigid checklist metrics made sense.