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

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
Reviewed by: Megan Jones