Call Handling Time

Explanation:

Call Handling Time (CHT) is the total amount of time an agent spends interacting with a customer, including talk time and any after-call work (ACW) required to complete the call. This metric is used to assess agent efficiency and customer interaction effectiveness, and it helps businesses understand the average time spent per customer interaction.

Best Practices:

• Optimize Talk Time: Aim to resolve issues quickly without sacrificing quality or customer satisfaction. Focus on training agents to be concise and effective in their communication.
• Minimize After-Call Work: Reduce the amount of administrative work required after the call by automating processes or improving workflows.
• Monitor Trends: Regularly track call handling times to identify opportunities for improvement in efficiency, such as bottlenecks or time-consuming procedures.
• Ensure Balance: While it's important to keep call handling time efficient, it's equally important to ensure that agents are providing a thorough and helpful customer experience.

How Daktela Can Help:

Daktela's call center software provides real-time insights into call handling time, allowing supervisors to monitor and manage agent performance. With call analytics and performance dashboards, businesses can track key metrics such as average talk time, after-call work time, and total handling time. Daktela's automation tools help reduce after-call work by automating data entry and ticket creation, allowing agents to handle more calls efficiently while maintaining a high level of service.