81% of Contact Centre are Average Handling Time

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