47% of Contact Centres use Average Handling Time (AHT) to Target Agents

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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

Author: Robyn Coppell
Reviewed by: Megan Jones

Published On: 18th Nov 2016 - Last modified: 25th Mar 2024
Read more about - Contact Centre Research, , ,

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