Aug 13, 2012
I am researching what a typical call-handle-time goal should be for our call centers. The response that I have provided to the leadership team is that there is no such thing as a standard handle time, it all depends on the call type, product servicing and each business unit or industry is different. However, we need to set an internal goal and move forward from there. The issue is that our leadership team (who are not in the call center) is asking for a "magic number" for us to use. Does anyone have that magic number or an idea on how I can explain the concept of no standard handle time to to non-call center leadership team?
– Lisa Shepard