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

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

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