Call Length Is the Worst Way to Measure Customer Service

Practitioners and pundits alike have long debated which metric is best for assessing the performance of a service organization. Is the silver bullet customer satisfaction, net promoter score, customer effort score, or some other measure? While this debate is unlikely to be settled anytime soon, we’d submit that there’s no question what the worst metric is for service: average handle time (AHT), which is principally a measure of call length, or, more simply, talk time.

Read more at https://hbr.org/2017/02/call-length-is-the-worst-way-to-measure-customer-service