What is a key metric for assessing call performance in a contact center?

Average handling time (AHT) is a crucial metric for evaluating call performance in a contact center. It measures the average duration of time that agents spend handling customer interactions, which typically includes both the time spent talking with the customer and the time taken for any follow-up actions. AHT is significant because it directly affects operational efficiency and productivity. A shorter average handling time can indicate that agents are effectively resolving customer issues promptly, contributing to improved customer satisfaction and lower operational costs.

Monitoring AHT also allows contact centers to identify trends and assess the effectiveness of training or changes in processes. For example, if average handling time increases, it may highlight the need for additional training or adjustments to workflows. Additionally, it helps in staffing decisions, as understanding call performance can inform scheduling and workforce management strategies.

While overall customer satisfaction, agent overtime hours, and the number of calls missed are important metrics, they provide a broader view of performance rather than a direct measure of call handling efficiency. AHT specifically focuses on the quality and efficiency of the interaction between agents and customers, making it a key metric for assessing call performance in a contact center.