Average Handle Time | Managing Metrics

Average Handle Time is a Key Performance Indicator for most contact center managers.  Lower is better, in general. It means a representative can handle more calls, more customers can be served, and customers will see resolutions more quickly. However, pushing agents to get off the phone will backfire and cause follow-up calls and complaints from customers.  

Since AHT includes time spent on the phone with customers plus any after-call work time, it's important to segment and analyze the components individually to really understand how to improve.  This can include: 

- Helping agents be more efficient through training and better processes
Automating various post-call tasks to get agents ready to take the next call more quickly.
- This episode of Managing Metrics will give you the definitions and the analytical tools you need to optimize your handle time performance. 

BenchmarkPortal Website - https://www.benchmarkportal.com/

BenchmarkPortal Learning Channel - https://www.benchmarkportal.com/call-...

Benchmarking Reports - https://www.benchmarkportal.com/bench...

Industry Reports - https://www.benchmarkportal.com/conta...