2021 Average Handle Time First Call Resolution Metrics 
Uniphore
JANUARY 21, 2022
Using real-time data—including emotion, sentiment and intent analysis—AI-powered systems are substantially shortening and simplifying complex patient and member journeys. According to a Forrester survey, 17 of the largest healthcare plans have an industry average score of 70.2 Source: HealthPayerIntelligence, September 2021.
Stella Connect
DECEMBER 2, 2021
Source: 2021 Stella Connect by Medallia survey of 2,100 consumers in the US and UK. 2: Time Is Money for You—and Your Customers. 2: Time Is Money for You—and Your Customers. Our study found that both US and UK consumers rank response time as the factor that matters the most to them when interacting with customer service. . #2:
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NobelBiz
FEBRUARY 22, 2023
Response time, resolution rate, agent efficiency… It is essential to keep an eye on every metric in order to ensure service quality that is consistent with the company’s brand image! AHT is an abbreviation for “Average Handling Time.” But how do you tell whether they’re actually working?
NobelBiz
FEBRUARY 15, 2023
Response time, resolution rate, agent efficiency… It is essential to keep an eye on every metric in order to ensure service quality that is consistent with the company’s brand image! AHT is an abbreviation for “Average Handling Time.” But how do you tell whether they’re actually working?
Stella Connect
NOVEMBER 2, 2021
Compared to last year, estimates suggest holiday shopping in 2021 will increase by at least 7%. Be less concerned with average handle time, and bring your focus to first call resolution (FCR) as this metric is connected to nearly all other KPIs. #4. Make Policy Exceptions When Appropriate.
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