What is Average Call Handling Time?
Average call handling time is the average amount of time it takes for a customer service representative to handle an inbound call. This metric is important because it can help businesses track and improve the customer service provided to the organization’s clients.
And the average call handling time isn’t just important to track and measure for call centers that handle a large volume of calls but for small and medium-sized businesses too.
What is a Good Average Call Handling Time?
Average handling time definition can vary depending on the business type. For example, in a retail setting, the metric might be defined as the total time spent on a call from start to finish, including hold times. However, in a corporate customer service setting, the metric might only include the actual time spent speaking with the customer.
Regardless of how the metric is defined, businesses should strive to keep their average call handling time as low as possible. This will help to ensure that customers are satisfied with the level of service they receive and that calls are handled efficiently.
How is the Average Call Handling Time Measured?
Average call handling time is typically measured by dividing the total amount of time spent on calls by the number of calls answered. This metric can be further divided into average speed to answer, which measures the amount of time it takes for a representative to answer a call, and average talk time, which measures the length of time spent speaking with the customer.
How can the Average Call Handling Time Be Improved?
There are a number of ways businesses can work to improve their average call handling time. One way is to ensure that call center representatives are properly trained and have the necessary resources to handle calls quickly and efficiently.
Additionally, businesses can use call monitoring and quality assurance programs to identify areas where improvement is needed. Finally, businesses can work to reduce the number of calls they receive by implementing self-service options, such as an automated customer service line or an FAQ section on their website.
