Table of Contents
What is a average handling time?
Average Handle Time (AHT) is the average duration of the entire customer call transaction, from the time the customer initiates the call to ending the call, including all hold times and transfers, as well as after call work.
How do you calculate average handle time?
To calculate AHT, add your total talk time + total hold time + total after-call tasks, and then divide by the number of total calls. That is your average handle time.
Why is average handling time so important?
The lower the AHT, the more efficient a call center tends to be operating. It means a representative can handle more calls, more customers can be served, and customers will see resolutions more quickly. Help agents be more efficient during the call to get customers off the phone more quickly.
What is average talk time?
Average talk time (ATT) is the amount of time that an agent spends in handling customer calls and resolving their queries. This metric sometimes is confused with average handling time. Unlike Average Handling Time, ATT does not include time spent on hold. Having talk times higher than required will increase cost.
How can I improve my call handling time?
Our readers share their ways to improve average handling time, AHT, in the contact centre.
- Automate simpler queries to reduce the general workload.
- “Acknowledge, Answer, Ask” can make each call more efficient.
- Cut down on after-call work (ACW) instead of customer talk time.
What is a good AHT?
According to Call Centre Magazine, the industry standard AHT is 6 minutes and 10 seconds. A similar formula can be used to calculate similar metrics about other channels, like messaging and chat or email.
What is the formula of shrinkage?
It’s taken by multiplying occupancy by the inverse of shrinkage. Example: 80% occupancy and 30% shrinkage is 0.8 x 0.7, which equals . 56 or 56% utilization. This means 56% of the time you’re paying front line employees, they are engaged with a customer.
How can I improve my average handling time?
Keep reading for 10 tips to reduce AHT.
- Automate FAQs.
- Record and Review Phone Calls.
- Use Scripts—But Allow Employees to Go Off-Script, Too.
- Focus on Training.
- Implement IVR.
- Analyze Your Workflow.
- Make Sure Your Employees Know the Product.
- Ask For Customer Feedback.
How do I improve my first call resolution?
10 Best Practices to Improve Your First Call Resolution
- Create an informative knowledge base.
- Require minimal customer effort.
- Get clear on the issue.
- Be precise and don’t overwhelm.
- Anticipate customer needs.
- Empower your customers.
- Answer all of their questions.
- Provide your team with quality training.
What is after call work?
After call work refers to a set of tasks that a contact center agent has to complete after every interaction with a customer.
What is AHT formula?
AHT= (Total talk time + Total Hold time) + Total ACW / Total # of Calls.
What is occupancy formula?
Occupancy rate is the percentage of occupied rooms in your property at a given time. It is one of the most high-level indicators of success and is calculated by dividing the total number of rooms occupied, by the total number of rooms available, times 100, creating a percentage such as 75% occupancy.