Average Handling Time: The most common measure of Contact Centre Productivity

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During our webinar “5 Ways to Boost Contact Centre Productivity” our audience were asked “How do you measure Productivity?”

Poll answers

We Don’t – 15%
Cost Per Call – 18%
Agent Adherence or Schedule Compliance – 40%
Percentage Utilisation – 43%
Average Handling Time – 70%

Source: Call Centre Helper website webinar poll     Sample size – 108     Date:  September 2014

Here is a link to the webinar: 5 Ways to Boost Contact Centre Productivity

Author: Megan Jones

Published On: 15th Oct 2014 - Last modified: 14th Jan 2020
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