Knowing the most important performance metrics is vital to maximizing efficiency and improving customer satisfaction. One of the most important metrics can be Average Handle Time (AHT). AHT is the measure of how long an agent is engaged on the phone with customers, including the time spent talking, holding time, and work after the call. By keeping track of and managing AHT businesses can streamline their operations, match their requirements for staffing and enhance the quality of services provided to their customers.
AHT is an acronym for Average Handle Time. (AHT) can be described as a common call center metric that is used to determine the length of time needed to finish an order.
It factors in:
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The calculation combines the total time of talk and conference time, hold time, wrap time and divides it by total number of customer calls processed. All of these figures are taken from the call center’s automated call distribution (ACD) system.
The average handle time is utilized in a variety of ways by the call center’s leaders and staff. In general low average handle times suggest that the center’s more efficient in its use of agents. The less handling time is the fewer calls an agent is able to handle. Which is why the second use of AHT as an important factor in calculating the need for staffing. Managers of the workforce use it to determine how many employees are required, and also to establish the schedules. The average handle time can be calculated at the level of the agent, and is often a metric that is specific to the dashboards for agents.
However, managing AHT must be handled with care. The reduction of average handle time could have a negative effect on the experience of customers because agents are compelled to speed up the process. Furthermore, an increase in AHT may indicate callers are getting more complicated and demanding. AHT stands for average handle time. It’s an element of the picture, however it’s only a small part of the picture. Contact centers require extensive analysis and reports to get a complete understanding of.
As a vital metric for the field of call center, AHT plays a vital function in assessing the efficiency and effectiveness of the operations of a call center and its effect on satisfaction with the customers.
AHT will be determined by subdividing total call time by total number of calls handled during a specific time. The formula to calculate AHT is as the following:
AHT = (Total Talk Time + Hold Time + After-Call Work Time) / Total Number of Calls
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The formula used to calculate the average handling times will differ according to the type of channel you’re tracking. Below you’ll find three AHT formulas that apply to different customer service channels.
One of the most common mistakes when the calculation of AHT is that you do not count all time spent on calls, including call hold time as well as after-call time. Another error is not taking into account all calls that are handled including abandoning calls, or those that weren’t recorded. It is crucial to make sure that all data from calls is properly recorded and used in the calculation for the most accurate and precise AHT.
A well-functioning call handling system is vital to maintain low average handle times (AHT) while delivering top-quality customer service. AHT is an important indicator of efficiency and performance of call centers. Through improving AHT call centers can boost agent productivity, cut wait times and increase customer satisfaction. Here are some tips to improve AHT.
Improved AHT could improve call center efficiency as well as agent productivity and customer satisfaction. With these strategies in place call centers can improve the call handling process, cut down on the time spent handling calls and offer top-quality service to their customers.
Analyzing the average Handle Time (AHT) involves studying various aspects of the metric to discover patterns, inefficiencies and areas for improvement. Here’s the steps to follow:
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Following these steps, businesses can efficiently optimize AHT while maintaining a high level of service in addition to customer happiness.
An excellent AHT is dependent on the type of business the caller is in, as well as the type of call and the nature of the problem that is being dealt with. A good AHT is one that is as low as is possible without impacting the quality of the service. But, it’s crucial to be aware that different call types and industries could have different criteria in determining what constitutes an excellent AHT.
There is no, AHT varies by industry and the type of call. For instance tech support calls could have a higher AHT over sales due to the complexity.
Tools for managing workforces as well as call center software and CRM systems typically include features that allow them to monitor, analyze, and improve AHT.
The answer is no, AHT should be balanced with the quality of service. The reduction of AHT in excess could affect the quality of services and also affect customer satisfaction.
