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81% of Contact Centre are Average Handling Time

What-metrics-do-you-use-in-your-contact-centre

Published On: 7th Nov 2012 10:10 - Modified: 18th Feb 2020

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

Jo Robinson is the Operations Manager at Call Centre Helper and has worked here since 2007. Jo quality checks a large number of the articles, and is also responsible for caring for our customers, managing the eblast programme and sponsorship of our annual benchmarking survey.

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