GITNUX MARKETDATA REPORT 2023
Must-Know Average Handle Time Call Center Metrics
Highlights: The Most Important Average Handle Time Call Center Metrics
- 1. Average Handle Time (AHT)
- 2. Talk Time
- 3. Hold Time
- 4. After-Call Work Time
- 5. First Call Resolution (FCR)
- 6. Transfer Rate
- 7. Abandoned Call Rate
- 8. Customer Satisfaction (CSAT)
- 9. Service Level
- 10. Occupancy Rate
- 11. Call Quality
- 12. Average Speed of Answer (ASA)
Table of Contents
Average Handle Time Call Center Metrics: Our Guide
Monitor your call center’s performance by understanding the critical importance of Average Handle Time (AHT). This updated report presents pivotal insights into the must-know AHT metrics that influence customer service quality and efficiency. Discover how tracking and reviewing these metrics can lead to improved customer satisfaction, lower operational costs, and a thriving call center operation.
Average Handle Time
This metric is the total time taken to complete a phone call, including talk time, hold time, and any after-call work. It is used to measure the overall efficiency of a call center representative.
This metric helps determine how long the average customer interaction lasts and can be useful in identifying areas for improvement.
This measures the amount of time a customer spends on hold during a call. A low hold time is desirable, as it indicates that issues are being resolved quickly and efficiently.
After-Call Work Time
After-call work time is the time agents spend wrapping up a call, such as completing documentation or updating customer records.
First Call Resolution
This important metric measures the percentage of calls that are resolved on the first contact with the customer, without the need for a callback or further follow-up.
Transfer rate calculates the percentage of calls that are transferred to another agent or department.
Abandoned Call Rate
A high abandoned call rate can indicate long wait times, inadequate staffing, or other issues impacting customer service.
Customer satisfaction surveys or feedback can be used to measure how happy customers are with the service provided.
Often expressed as a percentage or threshold, service level measures the speed at which calls are answered.
This metric determines the percentage of time agents are engaged in call-related activities compared to idle or available time.
Call quality metrics can include adherence to scripting, call monitoring, and customer feedback to assess how well agents are engaging with customers and following best practices.
Average Speed Of Answer
ASA measures how quickly agents answer incoming calls on average. This helps gauge call center accessibility and indicates whether staffing levels are sufficient to handle call volumes.
Frequently Asked Questions
What is Average Handle Time in call center metrics?
Why is Average Handle Time important for call center performance?
How can call centers optimize Average Handle Time?
How is Average Handle Time calculated in call center metrics?
What is the relationship between Average Handle Time and customer satisfaction?
How we write these articles
We have not conducted any studies ourselves. Our article provides a summary of all the statistics and studies available at the time of writing. We are solely presenting a summary, not expressing our own opinion. We have collected all statistics within our internal database. In some cases, we use Artificial Intelligence for formulating the statistics. The articles are updated regularly. See our Editorial Guidelines.