Average Handle Time: After-Call Work

Benchmarking Report

Average Handle Time: After-Call Work

This PDF report includes benchmarking data (in a visual, chart-based format), an comprehensive KPI definition, characteristics of high performers and technical details on measuring call center After-Call Work, or wrap time. Purchase and download this easy-to-understand, presentation-ready report immediately to compare performance levels, set attainable performance targets, and push towards best-in-class performance for this KPI.


What is Average Handle Time: After-Call Work?

The average number of seconds required to perform after-call work after a single call is completed over a certain period of time. After-call work, or wrap time, includes any time required after the phone call has ended to perform tasks to satisfy the customer's request or document the call (data input, filing paperwork, updating database, etc.).

Why should Average Handle Time: After-Call Work be measured?

This KPI measures the productivity and efficiency of call center representatives and call handling practices. A high value for this KPI can indicate a lack of standard guidelines or procedures for after-call work. A high value also suggests that representatives are tied up with after-call work when they could be answering additional customer calls. Look to improve employee training, automate repetitive after-call tasks (emails, data entry, etc.) and perform after-call work specific coaching to reduce after-call work time in any call center.


Download a Sample Average Handle Time: After-Call Work

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