No matter your role in customer support – agent, manager, or VP – your core focus is to ensure that customers’ issues, complaints, and information requests are always dealt with promptly and efficiently. On the flip side, “having an average handle time that is too short also indicates that the agent is unable to offer real solutions or answers to customer requests,” in Masterson’s words. Masterson points out: “When an agent’s average handle time is too long, it’s an indication that they struggle with finding solutions to problems that customers present to them.” That said, both too long and too short handle times come with their downsides. The average handle time can be hard to track sometimes, and that is why we set a range of time spent on each call from different customers,” Masterson outlines.

“This time is usually measured from when our agents pick up the call till it ends. The AHT determines the average time our agent spends on each call that comes through to our company.” Masterson explains, “We use quality assurance software to track the quality of calls and responses by our agents. The average handle time (AHT) stands at the top of inbound call center metrics to measure.įor instance, at Local Furniture Outlet, Aaron Masterson comments this is the most important metric that they focus on for tracking agent productivity.

Now for the top outbound and sales call center metrics you need to be tracking, here’s your go-to list, followed by the details: 8 Call Center Metrics You Should Track to Measure Agent Productivity

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