GITNUX MARKETDATA REPORT 2023

Must-Know Average Handle Time Call Center Metrics

Last Updated: October 31, 2023

Written & Summarized by: Jannik Lindner

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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)

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.

Talk Time

This metric helps determine how long the average customer interaction lasts and can be useful in identifying areas for improvement.

Hold Time

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

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

Customer satisfaction surveys or feedback can be used to measure how happy customers are with the service provided.

Service Level

Often expressed as a percentage or threshold, service level measures the speed at which calls are answered.

Occupancy Rate

This metric determines the percentage of time agents are engaged in call-related activities compared to idle or available time.

Call Quality

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?

Average Handle Time (AHT) is a key performance indicator used in call centers to measure the average duration of a single interaction, including the time spent talking to the customer, time spent on hold, and any after-call work the agent needs to complete the transaction.

Why is Average Handle Time important for call center performance?

AHT is important for call center performance because it directly impacts the overall efficiency of the center, the customer experience, and operational costs. By minimizing AHT, call center agents can handle more calls within their shift, reducing wait times for customers and improving their satisfaction.

How can call centers optimize Average Handle Time?

Call centers can optimize AHT by providing agents with efficient tools and resources, conducting regular coaching and training, streamlining call routing, implementing effective scripting, and promoting first-call resolution. Continuously monitoring and analyzing AHT data can help identify areas for improvement and implement adjustments.

How is Average Handle Time calculated in call center metrics?

AHT is calculated by adding the total talk time, total hold time, and total after-call work time, then dividing the sum by the total number of calls handled during a given period. The resulting number represents the average time spent on handling a single call.

What is the relationship between Average Handle Time and customer satisfaction?

AHT and customer satisfaction are closely linked, as excessively long handle times can lead to customer frustration and dissatisfaction. However, it’s essential to find a balance between reducing AHT and ensuring that the agents provide comprehensive assistance to the customers. Focusing solely on minimizing AHT may result in lower quality service and unresolved issues, which can negatively impact 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.

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