What is the difference between Average Handling Time (AHT) and After Call Work (ACW), and what is your First Call Resolution (FCR) score?

Question

Accepted Answer

AHT is the total time spent on a call including ACW, while ACW is the time spent after the call ends. FCR is the percentage of calls resolved on the first attempt.

AHT includes the time spent talking to the customer and the time spent on ACW, while ACW is the time spent after the call ends for wrap-up tasks.
For example, if a call lasts 10 minutes and the ACW is 2 minutes, the AHT would be 12 minutes.
FCR is the percentage of calls resolved without the need for further follow-up or escalation.
For instance, if 80 out of 100 calls are resolved on the first attempt, the FCR score would be 80%.

Asked in HCLTech

What is the difference between Average Handling Time (AHT) and After Call Work (ACW), and what is your First Call Resolution (FCR) score?

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