Handle Time, or Handling Time

The amount of time it takes for a live agent to complete a single support call. It may or may not include time spent on completing the written record after the customer leaves the call. Low handle time coupled with high customer satisfaction is the traditional Holy Grail of support organizations, but more enlightened business managers are beginning to see the merits of allowing handle time to increase if it results in such desirable, and often quantifiable, outcomes as successful upsells, the avoidance of product returns, and increased brand loyalty.

Back to Top See Demo Contact Sales Get In Touch