According to our poll, less than half of of contact centres are now using Average Handling Time (AHT) to target agents.
Instead, most contact centres (72%) are now using the metric for planning purposes.
Poll – “How do you use Average Handling Time (AHT)?” – answers
Use it for planning purposes – 72%
Target Agents on AHT – 47%
Measure agents on it but don’t tell them – 25%
We don’t use AHT – 7%
(Multiple answers were allowed during this poll, so the total does not add up to 100%.)
Source: Call Centre Helper Webinar Poll – Webinar: Efficiency vs Effectiveness Sample size – 194 Date: October 2016