For most call centers, a key performance indicator is a low average handling time (AHT). Managing the amount of time callers spend in contact with the call center typically includes hold time, total talk time, and any additional work an agent must complete after the call; this number is divided by the number of calls handled by the agent to determine AHT.

My name is Tina and If you use CallFire then you may have participated in my Webinar. :) I get a lot of calls about "best practices" for using CallFire's Virtual Call Center, Voice Broadcast & various Cloud Telephony tools for outbound call center sales. Here they are...