Average Handle Time. Average Handle Time (“AHT”) is defined as the sum of average talk time; hold time while on a call, and after call work. StarTek agrees that the AHT objectives shall be less than or equal to a 355 second AHT for Smart Access/Pay in Advance. The AHT objectives may be changed upon mutual agreement of StarTek and T-Mobile USA based on rolling [*]-month trending results.
Average Handle Time. AHT is defined as the sum of average talk time; hold time while on a call, and after call work. StarTek agrees that the AHT objectives shall be [**] for English [**]. The AHT objective shall be less than or equal to a [**] for Spanish [**]. The AHT objectives may be changed upon mutual agreement of StarTek and T-Mobile based on rolling [**] trending results.
Average Handle Time. Average Handle Time ("AHT") is defined as the sum of average talk time; hold time while on a call, and after call work. Both parties will mutually agree upon an AHT goal within sixty (60) days of the conclusion of the initial ramp period
Average Handle Time. “AHT”): The AHT target by Site/Program shall be provided by AT&T Mobility as part of the [*]Day Lock and shall be measured [*] as it applies to material breach. The AHT Performance Standard will be waived if the actual Call Volume is greater than [*] percent ([*]%) over the target provided in the [*] Day Lock or if the average of other Like Sites is [*]([*]) or greater. The AHT target provided in the [*] Day Lock will be subject to material breach, however, will not be subject to credits or debits. Converted sites (sites subject to Conversion training as described in Exhibit B herein) will be measured [*]after the first call received in Production, With respect to credits and debits, AT&T Mobility may receive the invoice credit set forth herein in the event the monthly AHT measurement is [*]([*]) or greater. Change management procedures set forth in Exhibit 5 of the Agreement will be invoked if AHT targets need to change. The AT&T Mobility invoice credits will be applied in the following fashion: above [*] [*]% AT&T Mobility invoice credit
Average Handle Time. WaMu will provide Supplier with the Average Handling Time targets, as well as minimum and maximum ranges for credit and incentives, respectively, as outlined in Table D. Page 28 of 70
Average Handle Time. (AHT). AHT shall be calculated as defined in Section 6 (Average Handle Time) of this Exhibit A (Standard Terms and Conditions), subject to adjustment during Ramp, as set forth in Section 7 (Ramp) of this Exhibit A (Standard Terms and Conditions). The AHT goal may, at the sole, good-faith discretion of T-Mobile, be adjusted based upon material changes to Call type and/or length.
Average Handle Time. If Customer has purchased inbound Support Services, this Section 2.3 shall apply. For the avoidance of doubt, this Section 2.3 does not apply to outbound Support Services or self-help. Customer and Blackboard agree that the estimated Average Handle Time for the Initial Term or any current Renewal Term, as applicable, shall be as set forth in the Order Form. Customer understands and agrees that if the actual Average Handle Time for any month exceeds the estimated Average Handle Time as set forth in the Order Form, Blackboard shall be excused from any failure to meet any service levels for such period. At the beginning of any Renewal Term, Customer and Blackboard shall review the estimated Average Handle Time for the Initial Term or Renewal Term (as applicable) just ended and shall update the Order Form to contain the estimated Average Handle Time for the Renewal Term just beginning (including the payment of additional fees).
Average Handle Time. “Average Handle Time,” or “AHT,” with respect to Calls handled by Provider in performing the Services with respect to a particular LOB or Site, means the sum of (a) with respect to Inbound Calls, (i) average talk time on such Calls; (ii) average hold time while on such Calls and (iii) average time spent on after-Call work relating to such Calls; and (b) with respect to Outbound Calls, (i) average dialing and connection time for such Calls; (ii) average hold time while on such Calls; (iii) average talk time while on such Calls; and (iv) average time spent on post-Call work relating to such Calls. Notwithstanding anything to the contrary in this Agreement, in no event will any components of AHT overlap (e.g., if an Agent is on hold while handling one Call, and simultaneously performing post-Call work for another, such handling may only be attributed to one Call at any given time for purposes of AHT calculations). Provider shall use commercially reasonable efforts to meet or exceed the AHT goal, which may vary by LOB and skill set, as provided in the Statement of Work. Such AHT goal may be revised from time to time by mutual written agreement of the Parties based upon historical trending, changing call components or other mutually agreed material change.
Average Handle Time. AHT for Incoming Calls will not exceed *******, as calculated on a monthly basis. For purposes of this Agreement, “AHT” means total call time + total hold time / total calls handled.
