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).


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


After call work (ACW) refers to the tasks completed by a customer service agent once the call with the customer has been completed. 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. Determine which recurring tasks are time-consuming enough to warrant an investment in automation.

Take a Fresh Look at Average Handle Time

TASKE Technology

Often, we look at particular statistics with a single focus, typically related to whether we’re meeting service levels or operating efficiently. 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). Are you meeting defined service levels?

Metrics That Matter: Service Level

Taylor Reach Group

Service level is one of the most common metrics employed at call and contact centers to define how the center is performing. Senior management becomes acclimatized to looking for that service level number and reacting to it as a gauge of how well they’re performing against targets and in meeting their customer needs. But not everyone understands what service level is really referring to. 80/20 is the Most Common Service Level in Use Today.

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. With this capability, in a short amount of time, a BI tool can transform an analyst from a data novice to a data Rockstar. Why are customer satisfaction scores continuing to decline?

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. It is an important metric for deciding staffing levels. When AHT is too long, it may indicate that the agent is having difficulty handling the request. No one likes to be put on hold or wait in a queue for a long time.

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

Noble Systems

Continuous feedback on product knowledge, customer service skills, system usage and various efficiency measures are also important. Defining what constitutes quality by looking at the performance of your top 10% of agents can also help you establish goals to bring all agents up to that level. Service Level. Service level measures the percentage of calls that are answered within a specific time period. Average Speed of Answer (ASA).

The Coming Disruption of the Contact Center Outsourcing Industry

Taylor Reach Group

The Contact Center outsourcing industry is a significant piece of the customer service and support landscape. 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. By: Colin Taylor.

Leverage Gamification to Level Up Call Center Service and Support

Noble Systems

How well are your customers being served by your call center service and support center? It is calculated by dividing the number of issues resolved on the first contact by the total number of contacts with the call center service support department. 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.

Count to 5 for perfect multi-channel forecasting


Customers expect service wherever and whenever they want it and in the channel of their choice – by phone, email, Chat, SMS and social media. 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.

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.

How Can You Increase Your Contact Center Service Level?

Dialer 360

People who never been in the contact center or has worked, don’t know types of contact center services. But the most significant thing is how you can improve the level of call center service? But some of knowledgeable observe and make it on top level with their best services. Else, other reason may be as they wish to inquire about specific product service as they want to avail. What Is A Call Center Service Level?

Operational Indicators – Sevice Levels, ASA & Occupancy Rate

Taylor Reach Group

In the last Indicators post, we discussed one of the most important operational indicators: Average Handle Time or AHT. In this issue, we continue with other operational indicators dealing with the efficiency of the center, i.e. “Service Level”, “Average Speed of Answer (ASA)” and “Occupancy Rate”. Service Level. 2) The second number indicates the target time threshold in Seconds. time spent by the customers navigating the IVR menu).

3 Reasons Your Call Center is Missing Benchmarks


Long wait time is the most common reason for call abandonment. Service level (SLAs). Service level measures the number of inbound calls answered within a certain time frame. Average Handle Time (AHT). Service level: 80%.

Contact Center Metrics, Why Do They Matter?

Taylor Reach Group

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. Organizational reporting, by its very nature, aggregates the performance below the organizational level. The queue reports will aggregate the shift and team performance while the team level reporting aggregates the individual Agent performance. Login time.

Give Agents Tools to Address the Need for Speed

NICE inContact

They also want to achieve the center’s targets for Service Level (SL), Average Handle Time (AHT), and First Contact Resolution (FCR), among others. Here’s a dirty little secret.

What Is Call Center Forecasting (and How to Increase Your Forecast Accuracy)


Call center forecasting is a set of practices that aims to determine the contact volume and number of agents needed to handle that contact volume over a set period of time. To get the percentage of each day, divide each day’s call volume by the average annual call volume.

What is Call Center Speed to Answer? And Other Key Metrics.

Call Experts

Calculating Average Speed to Answer (ASA) involves identifying the best way to measure the speed of answering incoming calls. Therefore, the average speed of an answer is meant to measure how long it takes for an incoming call to get answered by someone (agent or IVR). Handling Time.

Schedule like a Boss

Monet Software

the Same Time. You need to understand contact trends, including how volumes change throughout the day, week and year; how average handle times are evolving; where your agent occupancy stands; and so on. Get a feel for it by evaluating your schedule effectiveness over time.

10 Key Metrics and KPI’s for Contact Centre Performance

Call Design

Customer satisfaction is a quality-based measurement to gauge the overall quality of the delivered customer service. A strong customer satisfaction result means more customers have been satisfied with the quality of service provided. Service Goals. Average Handle Time (AHT).

How to evaluate a call center agent’s performance?

ViiBE Blog

This article will teach you how to measure an agent’s performance and other important customer service metrics. These KPIs illustrate how one agent’s productivity affects overall call center performance indicators such as call volume, wait times, and response time.

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


Now we’ll cover the other 5 inbound call center metrics that are essential for providing the best customer service: #11. Average handling time. #12. Hold time. #14. Service Level. #11. Average handling time. Average handling time (AHT) is an average time an agent devotes to handling customers’ calls and resolving their issues. How to calculate average handle time?

5 Reasons to Invest in a Virtual Hold Solution


Also commonly referred to as call-back technology, this tool frees customers from having to wait on hold by allowing them to request a call from a live agent at a later time. Are You Losing Customers to Hold Time? Eliminates hold times, lowering call abandonment rates.

How can Chatbots improve customer service?


Chatbots can improve customer service by automating customer interactions on your website that would otherwise need to be handled by a live agent. When well designed and implemented, the opportunity for chatbots to improve customer service is huge.

Occupancy Rate vs Utilization Rate: What’s the Difference?


From CSat score to Average Handle Time to First Call Resolution Rate , there are plenty of new terminologies that come with working at a contact center. Total Handle Time (THT) —The time agents spend completing an interaction with a customer.

What’s the Meaning of AHT and How Can I Improve It?


Almost 70% of customers judge the quality of their service on how fast they can get to a resolution. That’s why AHT, or Average Handle Time, has become one of the top metrics for contact center leaders today. Set clear goals for your handle times.

15 Crucial Call Center Metrics and KPIs You Need to Know


Total Calls Handled. You need to know the historical data of how many calls you handle and the times. The best way to track total calls handled is to create a spreadsheet. Average Handle Time. This is the whole time your rep spends on the interaction.

How to Boost Call Center Forecasting Accuracy

Monet Software

Forecasts are never 100%, but real-time call center data analysis helps fill the gaps. As we discussed here , contact center leaders spend significant time and energy creating detailed workforce management forecasts. Adapting to Change in Real Time.

Occupancy Rate vs Utilization Rate: What’s the Difference?


From CSat score to Average Handle Time to First Call Resolution Rate , there are plenty of new terminologies that come with working at a contact center. Total Handle Time (THT) —The time agents spend completing an interaction with a customer.

Call Center Metrics: Examples, Tips & Best Practices


Depending on your call center’s primary functions, certain metrics may prove meaningless and unusable in a practical sense, while others can be pivotal in assessing performance and improving over time. Average Handle Time. Average Call Length.

The 10 Essential Call Center Metrics You Can’t Live Without


In this post: Average Handling Time Customer Satisfaction Service Level First Contact Resolution Call Abandonment Rate Percentage of Calls Blocked Call Transfer Rate Wrap-up Time Customer Effort Score Average Idle Time. 1 Average Handling Time.

The metrics and technology you need to cut costs and improve customer experience


According to Gartner, 82% of companies will allow employees to work remotely at least some of the time, while nearly 50% of companies plan to make remote work permanent. Average hold time. Average hold time measures the time a customer is on hold during a call with an agent.

Call center analytics software terms you should know


Some examples of categories include nuanced emotions such as customer satisfaction or customer frustration, but can also include call handling issues such as long wait times and transfers. If the customer service agent can’t help, it creates major customer frustration.

Top 5 Call Center Reporting Methods to Follow


Handled calls : How many of the incoming calls were answered? Average handle time : What was the average handle time for the center (from call start to post-call memos)? Service level : How many calls were handled at a given time?

GLOBO to Demo Chat Tool that Delivers Near Real-Time Human Translation at CCW Conference & Expo

The GLOBO Blog

GLOBO, a language technology and services company specializing in multilingual communication, is making near real-time, human translation possible. The chat translation tool is the latest innovation built into GLOBO HQ™, GLOBO’s omnichannel language services platform. The platform delivers real-time service level data, usage metrics, predictive analytics, trend analysis and population data. Press Release Language Services Contact Centers

8 Benefits of a Cloud-based Contact Center


50% of call centers that don’t use cloud technology reported they would begin using it before 2020 ends in order to have an omnichannel approach to customer service.**. Enhanced Customer Experience – 24/7 customer service. Save time, lessen downtime. Did you know?

How to Spot (and Hire) a Great Call Center Manager


Handling call escalations; addressing customer concerns. An effective call center manager should have the ability to handle customers and employees, no matter the situation. Time management. Call center managers have a long list of duties, and only so much time in the day.

Call Center Workforce Management 101


The goal is to ensure that you have the right number of agents with the right skillset at the right time. It’s the process of calculating how many calls your call center should expect in a given period of time. But, you also need a bit of intuition at times. Average Handle Time.

Inbound KPI Metrics to Monitor for Operational Efficiency


Are you providing the level of service your customers deserve? According to a 2017 Microsoft report , 97% of global consumers say that customer service experiences affect their brand loyalty and buying decisions. Time in Queue. Handle Time. Service Level.