Abandon Rate Average Handle Time Healthcare 
InMoment XI
OCTOBER 31, 2024
Average Handle Time (AHT) Average Handle Time (AHT) measures the average time taken by an agent to complete a single call. Leverage automated workflows for activities like updating records to save time that agents can utilize for other calls. Lower AHT reflects efficient service.
NobelBiz
JANUARY 28, 2025
These are the essential KPIs you should track: First Call Resolution (FCR) Rate : How often are customer issues resolved in the first interaction? A high FCR rate indicates operational efficiency and customer satisfaction. Average Handle Time (AHT) : This measures how long agents spend on calls, including after-call work.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
InMoment XI
DECEMBER 13, 2024
For example, the Average Handle Time (AHT) metric indicates how long it takes to complete a single call. If your agents complete a call in record time but fail to satisfy the customer, it will hurt your business. These metrics include Average Handle Time (AHT), First Call Resolution (FCR), transfer rate, and wrap-up time.
Talkdesk
SEPTEMBER 8, 2020
Open enrollment is typically among the busiest times of the year for healthcare plan providers as the volume of consumer calls to the contact center increases significantly. million calls related to healthcare coverage to its contact center. Ensure that your IVR is optimized to help minimize your abandonment rate.
Call Experts
JULY 27, 2023
Important metrics that you want to make sure you understand include time to answer, abandonment rates, and uptime. Call Center Metrics Time to Answer (TTA) : This is the total time that it takes for your caller to reach an agent. The industry standard is between 5-10% depending on season and time of day.
Expert insights. Personalized for you.
195 
Let's personalize your content