47% of Contact Centres use Average Handling Time (AHT) to Target Agents Related Articles 32 Tips for Reducing Average Handling Time (AHT) How to Measure Average Handling Time (AHT) How to Safely Lower Average Handling Time How to Safely Knock 20 Seconds Off Your Average Handling Time (AHT) 2,568 Filed under - Contact Centre Research, Average Handling Time (AHT), Genesys, Polls 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, Average Handling Time (AHT), Genesys, Polls Recommended Articles 32 Tips for Reducing Average Handling Time (AHT) How to Measure Average Handling Time (AHT) How to Safely Lower Average Handling Time How to Safely Knock 20 Seconds Off Your Average Handling Time (AHT) Related Reports eBook: Five Trendsetters in CX Innovation Report: Customer Experience Horizons 2024 Contact Centre Buyer’s Guide Checklist: Supercharge Customer Experience Teams with AI Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter