How to Weight Averages

Author: CCa2z

Date: 26th November 2009

Weighted averages should be used wherever data needs to reflect the relative importance, volume and contribution of each item.  It is not sufficient to use the arithmetic mean to average out data.

Below, if we added together the two AHTs and divided by two, we would up with an erroneous figure of 340 instead of the weighted figure of 222.

 

Calls

Seconds

AHT

Call type 1

150

75,000

500

Call type 2

1,000

180,000

180

 

1,150

255,000

 

Overall AHT

 

 

 

Incorrect

(500 + 180) / 2

340

Weighted

255,000 / 1,150

222

 


Print this page

Share this
email this page to a friend print this page