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.

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


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

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


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.

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


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.

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


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.

Keep Your Call Center At-Home Agents Engaged


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.

Call Recording for BPOs and Call Center Outsourcers


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.

Deliver Performance Scores Directly to Your Agents


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.

Amazing Business Radio: Scott Walker


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.

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


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.

Product Series: Self-Service with Aspect Via™


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.

Contact Center Customer Experience Best Practices


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.

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.

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?

KPIs for Managing your Contact Center


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.

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


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.

Amazing Business Radio: Scott Walker


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.

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.

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.

Average Talk Time: The Little Metric with Big Insights


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.

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.

What Are The Top Factor Of Call Center Manager Goals & Objectives?

Dialer 360

It’s not an easy chore to monitor agent if they are handling hundreds of calls every day. Moreover, a regular dress-down or fancy-dress day each week may help to turn an average day into a great day. Your agent power with call queue meeting their strict average handling time targets.

Customer Reach – April Newsletter

Taylor Reach Group

Operational Indicators - Average Handle Time (AHT). Service level, the most commonly used center metric – is defined as the percentage of contacts that are answered within a specified target time threshold. Operational Indicators - Average Handle Time (AHT). In this article, we tackle one of the most important indicators; Average Handle Time (AHT). Newsletter.

This is what’s happening at Call Center Week

Call Center Coach

We’ve often believed that we need to get away from average handle time and that we need to get away from speed. The theme at this year’s Call Center Week is about building the foundation for future transformation. Brian Cantor talks about Call Center Week highlights.

Performance Management: The Agent Assessment Form

Monet Software

The Goals There are two ways to proceed – a standard list of goals for every contact center agent (faster response times, lower average handle time, more upsells, etc.) The fundamental goal of performance management is to promote and improve employee effectiveness. One important aspect of that undertaking is the agent assessment form.

Guest Blog: Key KPIs You Must Monitor for an Optimal Customer Experience


Overall, CSAT is something you must track consistently (using always the same method) to have results that can be compared and evaluated over time. Nonetheless, similarly to CSAT, the NPS is a great indicator of your progress over time and an important one to track. First Response Time.

4 Myths About Chat Support. AI to the Rescue?

Customer Service Life

A big reason chat has taken hold in the market (setting aside customer preference) is that it promises reduced cost per contact because agents can handle multiple chats concurrently. Myth #1: Agents can handle other channels while doing chats.

I See You: Staging Better CX, Using Video


Smartphone video camera support, in combination with messaging or voice support, can accelerate time-to-resolution while boosting customer satisfaction. Real outcomes are cost-containment, better average handle time (AHT), lower product return rates, and improved CSAT.

CX-Ray Vision: The Experiences You Need In Your Business


8x8 also delivers industry-leading intuitive graphical interaction flows revealing the complete customer journey and granular search terms so you can find specific interactions in no time. 8x8 Contact Center lets supervisors “whisper” suggestions in real time without customer awareness.

Contact Center Metrics ARE Customer Experience Metrics

Customer Service Life

What about average handle time, service level, or agent attrition? Average Handle Time (AHT). For email support, you might instead be looking at emails sent per hour if you don’t have a system to track email handle time and that’s similar enough.

What Is Good Customer Service? Start with Answers to 5 Questions


According to a NICE inContact study, customers rated customer service 17% lower on average than businesses rated their own success meeting customer needs. What Is Good Customer Service? Start with Answers to 5 Questions. By Joanne Morrison, HGS Head of North American Marketing.

5 Ways Big Data Can Improve the Customer Experience


In addition, contact center metrics such as average handling time and first contact resolution provide data on how the customer experience is affected by service practices. For example, longer average handling time (AHT) or low rates of first contact resolution (FCR) might indicate communication or organization issues that need to be resolved. Streamline service and save customers time.

3 Takeaways from Our Live Discussion on Top Call Center Metrics [Video]


To save you some time, we’ve extracted video snippets showcasing highlights from the discussion. We can also see a low ranking for Average Handle Time – a metric that was been around since the earliest days of the call center.

How validating caller identity can be costly and stupid

Call Center Coach

For your customers, Authenticating by Knowledge represents a higher customer effort and possibly time wasted. Adding more effort and time upon your customer, when you don’t have to, could be a really stupid thing to do. You must heavily scrutinize the reasons why you add time to the customer experience. This is an item only one person can have at a time. TRUSTID performs a real-time forensic analysis within the telephone network before calls are answered.