According to our poll, more than four in every five contact centre centre still use Average Handling Time as a metric.
However, it is expected that a much lower percentage of this figure use it for targeting advisors.
Poll – “What metrics do you use in your contact centre?” – answers
- Number of calls – 80%
- Average Handling Time – 81%
- First call resolution – 44%
- QA Scores – 68%
- NetPromoter / Customer Effort Score – 22%
Source: Call Centre Helper webinar: 30 Contact Centre Tips Sample size – 83 Date: April 2012
Author: Jo Robinson
Published On: 7th Nov 2012 - Last modified: 18th Feb 2020
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