What is Average Handle Time? Challenges, Examples, and Best Practices for Improving AHT

Callminer

Definition of Average Handle Time Average handle time, or AHT, is an important call center metric. The post What is Average Handle Time?

Predicting Contact Center Average Handle Time

Bright Pattern

Average handle time, or AHT, is one of the most important contact center metrics. For instance, it directly influences waiting time, abandonment rate, occupancy of agents, workforce demand, and ultimately both customer satisfaction and cost of operation.

Predicting Contact Center Average Handle Time Part 2

Bright Pattern

Last week Part 1 of the Predicting Contact Center Average Handle Time blog series discussed real-world examples and how to build a histogram to extract useful information for your contact center. average handle time

Operational Indicators – Average Handle Time (AHT)

Taylor Reach Group

In this article, we tackle one of the most important indicators; Average Handle Time (AHT). AHT is defined as the total amount of time (on average) that an agent spends on a contact. In a Contact Center environment (voice, chat), AHT includes talk time, hold time and after call work time (ACW). As the name indicates, it is the historical average for thousands, perhaps millions of calls handled by the Center over a reasonable period of time.

Calculating Average Handle Time in Light of Customer Experience and IVRs

Taylor Reach Group

Definition of Average Handle Time: The average time spent handling a contact with a customer, which may be a call, email, chat or any kind of request. The total handle time includes not only the time that an agent spends directly communicating with the customer but also time spend after the contact completing customer’s request – ACW – After Call Work (ACW) or Post Call Processing (PCP).

Mattress Firm’s Contact Center Rises and Shines – Improving QA Scores and Average Handle Time

inContact

With average handle time (AHT) down by 21%, adherence up by 31% and QA scores up from around 50% to 70%, the positive impact on customer satisfaction is unmistakable. The post Mattress Firm’s Contact Center Rises and Shines – Improving QA Scores and Average Handle Time appeared first on NICE inContact Blog. As the leading specialty bedding retailer In the U.S.,

Young Energy Improves Average Handle Time (AHT) and Motivates Contact Center Agents

inContact

In fact, implementing NICE inContact CXone has resulted in significant improvements in everything from average handle time (AHT) to average speed of answer (ASA) to quality assurance scores.

HOW ADAPTING TO CHANGING DEMOGRAPHICS CAN BOOST BUSINESS

Voiance

Demographics & Culture Over-the-Phone Interpretation Translation Customer Satisfaction cost savings Voiance First Call Resolution Average Handle Time Competitive AdvantageDoes your business provide multilingual support?

Voiance: Quick Connections to Qualified Interpreters for State and Local Agencies

Voiance

State and local agencies phone interpretation Over-the-Phone Interpretation Average Handle Time reliability Competitive Advantage

Inside View: TCL North America

Contact Center Pipeline

Agent empowerment agent empowerment AHT average handle time call center contact center customer advocacy customer experience employee feedback QA processIf you are unfamiliar with TCL (The Creative Life), you probably won’t be for long.

Take a Fresh Look at Average Handle Time

TASKE Technology

Average Handle Time (AHT), for example, can be used to determine whether your team is meeting defined service levels and working efficiently. To calculate AHT, start by determining Handle Time (HT). HT indicates the length of time that was dedicated to activities for calls from queues, over a specific timeframe. It’s important that agents spend an appropriate amount of time with customers.

Boost Productivity with the “Right” Contact Center KPIs and Gamification

Noble Systems

Service level measures the percentage of calls that are answered within a specific time period. Due to fluctuations of incoming calls, you may want to establish different thresholds for peak times and off-peak times. Average Speed of Answer (ASA).

IMPROVE YOUR CONTACT CENTER'S METRICS WITH VOIANCE

Voiance

With 2018 coming to an end, it's time to evaluate your contact center’s metrics. Over-the-Phone Interpretation Customer Satisfaction multilingual support reliability cost savings Voiance Customer Service Contact Centers First Call Resolution Average Handle Time

Tighten Up Your AHT Projections

Brad Cleveland

Average handling time, like the volume of contacts, must be incorporated into planning by the half hour. Assuming the same average handling time all day for forecasting purposes will not reflect the environment accurately.

Tighten Up Your AHT Projections

Brad Cleveland

Average handling time, like the volume of contacts, must be incorporated into planning by the half hour. Assuming the same average handling time all day for forecasting purposes will not reflect the environment accurately.

The Coming Disruption of the Contact Center Outsourcing Industry

Taylor Reach Group

Each day millions of calls, emails, chats, SMS messages and social media interactions are handled by Contact Center agents employed by these Contact Center Outsourcing (CCO) firms representing thousands of organizations and brands. The staff labor is resold either on a Full-Time Equivalent (FTE), per hour or per minute basis. Volatility in the form of volumes spikes, seasonality or increased handle time (AHT) is the enemy. By: Colin Taylor.

14 Critical Call Center Metrics You Should be Tracking

inContact

Tracking first call resolution ensures that you are satisfying customers in the shortest amount of time, without the need for any follow-up. Average Wait Time : Average wait time tracks how long it takes for customers to connect with an agent who can address their needs.

Measuring Contact Center Effectiveness

Strategic Contact

Traditional metrics support the drive for efficiency by measuring average handle time, labor cost, staffing, cost per contact, occupancy, and the like. Contact centers must rise to the challenge of attaining efficiency and effectiveness.

HOW LONG SHOULD IT TAKE YOUR AGENTS TO REACH AN INTERPRETER?

Voiance

In a contact center environment, Average Handle Time (AHT) is king. Centers operate on tight margins, necessitating that every call be handled efficiently to keep the queue clear.

Contact Center Resolution Number 2 – Improve AHT and Agent Engagement with Screen Pops

inContact

Average Handle Time. An effective agent screen pop can have a dramatic positive impact on average handle time (AHT). And while average handle time is important within the contact center, it also indirectly impacts your customer experience as well.

Don’t Be Afraid of Change at the Contact Center

Monet Software

Churchill It’s easy to fall into ruts, whether it’s Friday night dinner at the same restaurant, or contact center guidelines for how agents should handle specific customer situations. Let’s use Average Handle Time (AHT) as an example. Has average handle time been reduced?

Keep Your Call Center At-Home Agents Engaged

Callminer

Global Workplace Analytics recently reported that businesses would save an average of $11,000 per remote employee if they worked from home at least half of the time. Remote employment is becoming increasingly popular across the United States.

Surprisingly Easy: The Path To Customer Loyalty

Beyond Philosophy

People are less likely to activate the energy needed to make rational decisions all the time. Best of all, this process works pretty well most of the time for many people. After all, the easier time customers have with you, the easier it is for them to come back for more.

Average Talk Time: The Little Metric with Big Insights

inContact

Average talk time (ATT) is often a neglected little contact center metric. Overshadowed by its bigger, louder counterpart, Average handle time (AHT), it often stays in the background, waiting for someone to notice it and realize its potential.

6 Benefits of Identifying Recurring Customer Issues

VocalCom

Being proactive can help contact center agents achieve higher rates of first contact resolution, or FCR, saving both your company and your customers time and money. Reduced average handling time. Like first contact resolution, average handling time is an important KPI that many contact centers strive to manage. Handling customer issues in a timely manner ensures that customers do not have to spend excessive time interacting with agents.

New Strategies That Work

Monet Software

Start with first call resolution, for instance, and then move on to average handle time and average speed of answer. This is also a good time to share customer feedback from emails or recorded calls.

Amazing Business Radio: Scott Walker

ShepHyken

Leveraging Customer Data In Real Time. This means that metrics like “average handle time” or “time to resolution” can be misleading. Focusing on Business Intelligence and Customer Experience.

Deliver Performance Scores Directly to Your Agents

Callminer

When it comes to improving efficiency, many call centers choose to record phone calls and track average handle time , and first call resolution rates. Or do they need more guidance on how to handle certain types of customer conversations? Track progress over time.

Managing Wait Times to Reduce Customer Frustration

Monet Software

And that’s important when you run a contact center, as one of your most important objectives has to be the reduction of wait times. So the challenge is reducing average speed of answer. One way to do that is to shorten all of your calls so agents can handle more calls each day.

GLOBO to Demo Chat Tool that Delivers Near Real-Time Human Translation at CCW Conference & Expo

The GLOBO Blog

GLOBO, a language technology and services company specializing in multilingual communication, is making near real-time, human translation possible. The platform delivers real-time service level data, usage metrics, predictive analytics, trend analysis and population data.

Using AIM to Tell Better Stories and Move the Needle

Customer Service Life

Your PowerPoint presentation is packed with charts displaying monthly call volume, average handle time, hold time, and a variety of other stats. Once you are clear on your audience and intent, it’s time to put it all together into a compelling story.

Call Recording for BPOs and Call Center Outsourcers

OrecX

As a BPO or call center outsourcer, you are potentially taking over a role your clients cannot manage on their own or don’t want to handle any longer.

Product Series: Self-Service with Aspect Via™

Aspect

If you have been following Aspect for a while, it is no secret to you that we believe in customer self-service as an important pillar of any customer experience (CX) strategy today. Accordingly, self-service capabilities are also a cornerstone of Aspect Via.

KPIs for Managing your Contact Center

DMG

In other contact centers the data is stale by the time it is received, making it essentially ineffective for helping the manager control their own destiny and performance. In an ideal world, a contact center would have a performance management system that aggregates and presents balanced performance scorecards in real time as well as on a historical basis. This approach gives managers the data they need to take corrective action on a timely basis. Email average handle time.

Contact Center Customer Experience Best Practices

Callminer

Customers also expect to have their needs met in a timely, effective fashion. Using these tools, agents access multiple enterprise systems using a single agent desktop while decreasing the time spent navigating multiple applications to do their job and deliver a seamless customer experience.

AI in the Contact Center – Sorry, No Chasm, No Trough!

eGain

Sorry, no such thing for AI in the Contact Center this time around. 50% reduction in agent time-to-competency across 10,000 agents and 550 retail stores. Agent training time reduced by 60%. 67% reduction in AHT (Average Handle Time). 80% reduction in resolution time.

Virtual Agents are Automating the Contact Center: Natural Language Greeting & Intent Capture

inContact

You say, “Problem with my bill,” but since the system can only handle single-word commands, you’re forced to repeat it or try saying it another way, which also doesn’t work. Numerous internal transfers lead to increased and lengthy average handling times for live agents, which can be incredibly expensive for companies.

The Handle Time Dilemma

Service Agility

In the early years of contact centers, it was fairly common to saddle agents with an average handle time (AHT) performance objective. So, in most contact centers, average handle time is no longer a performance objective. Some agents have longer handle times and are producing no extra value for it. In fact, their lengthy calls actually drive customer satisfaction down, since no caller wants to spend more time on a call than is necessary.

25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency

Callminer

Most call centers struggle with efficiency at one time or another. In contrast, a PBX system would need hefty installation resource to cater for this business demand; installation resource that you necessarily haven’t got time for or can afford.

Average Talk Time: The Little Metric with Big Insights

inContact

Average talk time (ATT) is often a neglected little contact center metric. Overshadowed by its bigger, louder counterpart, Average handle time (AHT), it often stays in the background, waiting for someone to notice it and realize its potential. Based on the data, they finish each interaction in a timely manner and aren’t wasting time on the phone. The post Average Talk Time: The Little Metric with Big Insights appeared first on inContact Blog.

5 Benefits of Using Artificial Intelligence in the Contact Center

Outsource Consultants

Better Average Handle Time (AHT): “The human brain has limited capacity and is often subject to issues of inaccuracies and flaws when it comes to serving people to the best of their performance caliber. True 24/7 Service: AI agents can help customers at any time on any day.

Amazing Business Radio: Scott Walker

ShepHyken

Leveraging Customer Data In Real Time. This means that metrics like “average handle time” or “time to resolution” can be misleading. Focusing on Business Intelligence and Customer Experience.

Five Signs That It’s Time for a Fresh Start With Quality Management

Monet Software

If a metric like average handle time has to occasionally be set aside so an agent can spend a few more moments and keep a customer, such actions should not only be allowed, but also encouraged. Do you have a quality management program? If so, are you happy with the results? You’d be surprised how many contact centers implement such a program and then check the “mission accomplished” box before moving on to something else.