End user loss of revenue opportunity to the company due to loss of productivity. This model uses a classic ROI approach. The time-horizon is one year, shown by quarter. ROI is calculated by month.
Talk time is the amount of time actually spent talking to the customer.
The second half of AHT is the wrap-up time. The third metric indicates the correctness of the staffing levels. A typical goal for a support center would be to pick up 80 percent of the incoming calls within 60 seconds, and all the calls within 180 seconds. If service levels are not being met, look to these variables to determine the cause. If you are meeting your service target, but receiving low ratings in customer satisfaction surveys, your service target is probably too low.