Case Study: Average Call Handle Time

by admin on August 26, 2009

in All About Deployment

A large diversified health care benefits company found there was a significant variation in Average Call Handle times across each of their call center sites. This was leading to inconsistent call handling performance, efficiency, and customer service. A 90-day pilot project was planned focusing on five key call center sites. The goal was to increase productivity by 2 calls per agent per day.

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