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

3425

Written by Robyn Coppell

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

Robyn Coppell has worked as Digital Content Manager for Call Center Helper since 2021. After University her first job was in a contact centre and has stayed in this space ever since.

She has experience of contact centre operational management, software systems, css and php coding. She edits a lot of the guest content that is published on Call Centre Helper.

Connect with Robyn on LinkedIn

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

Share...

See more:

Your Next Read