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

Published On: 15th Oct 2014 10:10

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

Megan Jones, Editor, Call Centre Helper

Megan interviews inspiring people across the contact centre industry to capture these amazing voices and turn them into best practice articles – covering all elements of what it takes to deliver truly outstanding employee and customer experiences.

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

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