Average Call Handling Time
Time
The average duration taken by an agent to handle a call from start to finish. A shorter handling time can indicate efficient and effective agents. However, if it's too short, it may mean issues are not being thoroughly addressed, potentially leading to repeat calls or unsatisfied customers.
Formula
Total duration of all calls / Number of calls handled
Example
If in one day, a call center handled 100 calls with a total duration of 500 minutes, the Average Call Handling Time would be 5 minutes.