In this brief podcast, learn the definition for average handle time and best practices for measuring it in the call center from Lori Bocklund and Steve Suhn of Strategic Contact.
- Visit the Call Center Metrics School.
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Average handle time (AHT)
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| Related podcasts on call center metrics |
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- Understanding blocking rate for the call center
- Understanding cost per contact for the call center
- Understanding customer satisfaction as a call center metric
- Measuring forecasted calls against handled calls in the call center
- Using number of calls offered as a call center metric
- Understanding occupancy for the call center
- Understanding quality monitoring for the call center
- Understanding call center schedule adherence
- Understanding service level for the call center
- Designing a call center metrics strategy
This was first produced in March 2008