Average contact handling time in seconds

This measure calculates the average duration in seconds of one transaction, which is typically measured from the initiation of the contact to resolution, including any hold time and after-contact work. It is part of a set of Cycle Time measures that help companies analyze the duration of the process "plan and manage customer service operations" from beginning to end.

Benchmark Data

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Measure Category:
Cycle Time
Measure ID:
104514
Total Sample Size:
434 All Companies
Performers:
25th Median 75th
- - -
Key Performance Indicator:
Yes
Sample image showing interactive filters for more detailed measure peer group data and an interactive graph.

Compute this Measure

Units for this measure are seconds.

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Average contact handling time in seconds, including after-contact work

Key Terms

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Cycle Time

Cycle time is the total time from the beginning of the process to the end. This includes both time spent actually performing the process and time spent waiting to move forward.

Median

The metric value which represents the 50th percentile of a peer group. This could also be communicated as the metric value where half of the peer group sample shows lower performance than the expressed metric value or half of the peer group sample shows higher performance than the expressed metric value.

Measure Scope

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Cross Industry (7.3.1)

  • 6.2.1 - Plan and manage customer service work force (10387)
    • 6.2.1.1 - Forecast volume of customer service contacts (10390)
    • 6.2.1.2 - Schedule customer service work force (10391)
    • 6.2.1.3 - Track work force utilization (10392)
    • 6.2.1.4 - Monitor and evaluate quality of customer interactions with customer service representatives (10393)
  • 6.2.2 - Manage customer service problems, requests, and inquiries (10388)
    • 6.2.2.1 - Receive customer problems, requests, and inquiries (10394)
    • 6.2.2.2 - Analyze problems, requests, and inquiries (13482)
    • 6.2.2.3 - Resolve customer problems, requests, and inquiries (10395)
    • 6.2.2.4 - Respond to customer problems, requests, and inquiries (10396)
    • 6.2.2.5 - Identify and capture upsell/cross-sell opportunities (16928)
    • 6.2.2.6 - Deliver opportunity to sales team (16937)
  • 6.2.3 - Manage customer complaints (10389)
    • 6.2.3.1 - Receive customer complaints (10397)
    • 6.2.3.2 - Route customer complaints (10398)
    • 6.2.3.3 - Resolve customer complaints (10399)
    • 6.2.3.4 - Respond to customer complaints (10400)
    • 6.2.3.5 - Analyze customer complaints and response/redressal (19072)
  • 6.2.4 - Process returns (20094)
    • 6.2.4.1 - Authorize return (10364)
    • 6.2.4.2 - Process return and record reason (20095)
  • 6.2.5 - Report incidents and risks to regulatory bodies (12840)