Average Handling Time is not an Agent Target in 41% of Contact Centres

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As evident in our poll, it appears that targeting agents on Average Handling Time (AHT) is becoming less popular in the industry, with less than 60% of contact centres now doing so.

Poll – “Do you have AHT as an agent target?” – answers

No – 41%
Yes – 59%

Source: Call Centre Helper webinar poll – Webinar: 20 Tips for Improving Average Handling Time Sample size – 170 Date – January 2015

Author
Megan Jones

Megan is Editor at Call Centre Helper. She first started working for Call Centre Helper in 2013 and has held a number of roles - News Editor, Features Editor and now Editor.

She has visited a large number of award winning contact centres such as Tesco, Lego, BT and AA. She is well respected in the industry.

Connect with Megan on LinkedIn

Average Handling Time is not an Agent Target in 41% of Contact Centres

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