<img height="1" width="1" style="display:none" src="https://www.facebook.com/tr?id=217869015213273&amp;ev=PageView&amp;noscript=1">

Squared Thinking

Redefining "Call Time" and Customer Service

Posted by Taylor Edwards on Nov 28, 2016

Average Call Time: A Baseline of Customer Service

Average Call Time (ACT), sometimes referred to as Average Handle Time (AHT), is often set as low as possible in the Customer Service (CS) industry. Although efficiency is paramount, education, conversation and service are also important factors. This average call time should be set at a minimum, not a maximum, duration. This way, representatives feel free to make suggestions, introduce new products or offer savings without regards for exceeding a time limit.


0 Comments Click here to read/write comments


We wouldn't call ourselves know-it-alls, but we feel that we bring good things to the table. If you like what you've seen and want more, subscribe below.

We'll keep your info safe.

Subscribe to Email Updates

Recent Posts

Start the conversation