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).

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.

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. Therefore, unlike CSAT, NPS isn’t a real-time metric. However, like AHT, service level needs to viewed in context.

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. service level means 80% of calls answered in 20 seconds.

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

These metrics - as discussed in our blog titled ‘ 7 Key Metrics to Look out for When Outsourcing Your Customer Service to a Call Center ’ - include First-Call Resolution (FCR), Net Promoter Score (NPS), Customer Satisfaction (CSAT), Call Abandonment Rates (CAR), Customer Effort Score (CES), Average Handle Time (AHT) and Service Level (SLA).

article thumbnail

Call Center Metrics and KPIs to Measure Performance and Productivity

CCNG

While the list of KPIs is endless, standard metrics that have stood the test of time include Quality Assurance (QA), Customer Satisfaction (CSAT), First Call Resolution (FCR), After Call Work (ACW), Service Level, and Occupancy. Service Level is another metric to watch. more likely to stay than leave within a year.

Metrics 195