What is Handling Time?

Handling Time refers to the total time spent managing an interaction. For voice channels, this includes both the talk time (the duration of the call) and the after-call work time (the time spent completing tasks related to the call after it ends). For asynchronous channels, such as email or chat, it encompasses all the time spent working on the interaction until it is fully resolved.

How to Calculate Handling Time

Handling Time can be calculated by adding the talk time and after-call work time for voice interactions. For asynchronous channels, it involves summing up all the time spent on the interaction from start to finish. This can be tracked using call center software or customer service management tools.

Why Handling Time Matters

Handling Time is a critical metric because it directly impacts customer satisfaction and operational efficiency. Shorter handling times can lead to quicker resolutions and happier customers, while longer handling times might indicate inefficiencies or the need for additional training.

Factors Influencing Handling Time

Several factors can affect Handling Time:

• Agent Experience: More experienced agents typically handle interactions more efficiently.
• Complexity of Issues: More complex issues naturally take longer to resolve.
• Technology: Efficient systems and tools can reduce handling time.
• Workload: High volumes of interactions can increase handling time due to agent fatigue or system slowdowns.

Strategies to Improve Handling Time

• Training Programs: Regular training to enhance agent skills and knowledge.
• Efficient Tools: Implementing advanced customer service tools and software.
• Process Optimization: Streamlining processes to reduce unnecessary steps.
• Monitoring and Feedback: Regularly monitoring performance and providing constructive feedback to agents.

Related Terms

• Talk Time: The duration of the actual conversation between the agent and the customer.
• After-Call Work (ACW): Tasks that need to be completed after the call ends, such as updating records or sending follow-up emails.
• First Call Resolution (FCR): The percentage of interactions resolved on the first contact without the need for follow-up.

Conclusion

Handling Time is a vital metric for assessing the efficiency and effectiveness of customer service operations. By focusing on reducing Handling Time, businesses can improve customer satisfaction, enhance productivity, and achieve better overall performance.