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).

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

Noble Systems

Identification of areas for improvement and definition of new goals should be discussed during coaching sessions. Service level measures the percentage of calls that are answered within a specific time period. Average Speed of Answer (ASA). Average Handle Time (AHT).

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.

Four Reasons Why Your Coaching Efforts Aren’t Working

Monet Software

The college and pro football regular seasons are wrapping up, and every year that means one thing – some coaches will be out of a job. Coaching is important, whether you run a football team or a contact center. Contact centers are evolving, and agent coaching must evolve with them.

RapportBoost Awarded “Most Innovative Product of the Year – Enterprise” by Best in Biz


Organizers cited the company’s Sales Coach product for its ability to boost live chat agents’ conversion rates and customer satisfaction scores while elevating productivity and job satisfaction. “It’s Press Award Best in Biz Most Innovative Product Sales Coach

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?

What’s the best way to use contact handle time as a key performance indicator?


Question: What’s the best way to use contact handle time as a key performance indicator? Answer: The amount of time agents spend handling interactions in each supported channel (e.g., For calls, average handle time (AHT) is the combination of average talk time (ATT) and after-call work (ACW) time; in digital channels, contact handle time is the time to complete the customer interaction.

Are You Using 1999 Metrics to Measure 2019 Customer Care?


Instead, we live in a customer-centric world, where metrics like Average Speed of Answer (ASA), Average Handle Time (AHT), and First Call Resolution (FCR) are, by themselves, short-sighted and more focused on controlling costs instead of enhancing the experience.

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.

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


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.

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.

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. Custom coaching agreements commensurate with specific agent performance goals.

How are Omnichannel and Artificial Intelligence Changing Quality Management?


The current decade has brought many changes to quality management, including the increase of treating customer interactions using omnichannel – the ability to handle queries flexibly across self-service and agent-assisted media channels with full context.

New Ways to Think About Contact Center Quality Monitoring


Using specialized quality management tools, contact center managers can observe agents as they interact with customers and then provide specific feedback and coaching.

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. But this will only happen if your quality management team, those responsible for call analysis and agent coaching and feedback, are also being audited regularly. Do you have a quality management program? If so, are you happy with the results?

Performance Management: The Agent Assessment Form

Monet Software

The assessment form plays a central role in framing discussions between agents and managers with an aim toward setting specific performance goals, measuring progress, providing feedback and coaching for improved performance, and rewarding achievements. 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.)

RapportBoost to Lead Discussion Group and Exhibit at Customer Contact Week Austin on Oct. 10


Enable coaching agents by your managers to be more objective, scalable and fun. uses artificial intelligence to optimize chat conversations in order to drive dramatic and sustained improvements in conversion rate, order size, customer satisfaction, renewal rate, average handle time, first contact resolution rate, agent retention and happiness and other critical contact center metrics.

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.

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 post This is what’s happening at Call Center Week appeared first on Call Center Coach.

10 Ways to Reduce Call Center Attrition and Improve Agent Engagement


Since they spend most of their time interacting with customers, they understand what the customers want and need. times more likely to stay with the company and are 67% more engaged. By Francis Cyriac.

Top trends for the contact center in 2019 – part 1, the human touch

Noble Systems

Effective agent training and coaching have been a top priority for contact centers for a long time. Much of it has been focused on performance metrics such as average handle time, speed to answer, after call work and first call resolution.

Monitoring Quality Across all Contact Centre Channels

Enghouse Interactive

Historically, most have focused on ‘nuts and bolts’ metrics like average handle time, how many calls are processed per day and what channels did they come through. Is it that the business wants a fast transit time? It is likely to be pointless and even counter-productive for the business to spend time measuring how many calls agents handle if the ultimate desired outcome is to raise net promoter score, for example.

Putting Humanity in Contact Centers

Customer Relationship Metrics

Or is it time to put humanity into your contact center? “It’s It’s time to put humanity into your contact center.” The QA practices used today were built for a different time, much like replacing an entire gender was back in the late 1800’s. It’s time to rethink iQM.

AHT - You're Still Doing It Wrong

Contact Center Geek

Contact center managers, you are still wrong about AHT (Average Handle Time, also known as Agents Hate This ). here is a brief history lesson about AHT (or average talk time, average treatment time, average interaction time, or whatever else you call it).

10 Tips To Improve Your Outbound Calls Strategy


You don’t need to measure every aspect of the campaign, but rather, focus on the most meaningful ones, for instance: Average handle time. The average handle time is the length of all calls in relation to the total number of calls. If the average handle time is too long, this may mean poor closing skills or an insufficient comprehension of the product/service the agent is trying to sell.

What Call Center Metrics mean to Customers

Taylor Reach Group

So with ‘tongue planted firmly in cheek’, I present a customer translation for commonly used Call Center metrics; SL – Call Center operators know this as Service Level ; the percentage of calls that are answered within a defined period of time. AHT – We know this as Average Handle Time or the time it takes to complete an interaction with a customer. By Colin Taylor.

How Can You Increase Your Contact Center Service Level?

Dialer 360

For instance, the service level of 95% would achieve 9/10 calls; answers established a time limit. Typically, several businesses may not have the resources to field a full-time call center. For companies want to reclaim their employees’ time.

How to Make Performance Metrics Truly Matter

Contact Center Geek

Time and time again, I have seen how quickly this goes right back to just managing team members to a number. Use AHT data to tell you where to examine your coaching, processes, and training. This article originally appeared on ICMI.

6 KPIs to Guarantee Success from Your Outsource Call Center

Outsource Consultants

6) Average Handling Time. Costs go up every second the agent is on the call, so the goal is to provide top-notch service while controlling the call to reduce average handling time.

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.

Secrets to Incredible Customer Service with Paul R. Jones


Each room has a kitchenette including a dishwasher and, on average, the rooms tend to be larger than industry standard. You want to look at handle times (in our world, time to service a room) versus customer satisfaction for the team overall and for the agent individually.

Comparing and Purchasing Call Monitoring Software: 20 Experts Reveal the Biggest Mistakes Companies Make (and How to Avoid Them)


Failing to take the necessary time to involve input from all areas when developing the business requirement documentation for the software. His journey with Terminix began as a summer job in 1996, and ultimately became a full-time career in 2001.

6 Best Practices for a Successful Outbound Calls Strategy


Thankfully, measuring every KPI, all the time, would be a tremendous waste of time and resources and would yield an unmanageable and opaque amount of data. Average handle time (length of all calls / total number of calls). Be mindful of their time.

In Customer Service, You Must Choose Between Speed and Wow. Or Do You?

Customer Service Life

This sounded a lot like a blame game that we didn’t have time for. At some point in time, someone in the organization had placed more emphasis on the speed of responses over the quality. Photo Credit: l_yudai via CC License.

Top Metrics that Measure Inbound Call Center Performance

Tenfold - Contact Center Blog

It is a direct reflection of an agent’s and a center’s capacity to solve problems, answer questions, and provide needs the very first time a customer calls. Simply put, it’s getting it right the first time and reducing customer effort. To calculate the average cost per contact, the total cost associated with operating the business is divided by the total number of contacts handled. It’s also best to set expectations and be transparent with the wait time.

Building Blocks of Workforce Management

Insite Managed Solutions

Understanding contact center metric targets such as average speed of answer (ASA), service level, abandonment rate, average handle time (AHT), and budgeted hours are critical for success. Managing Real Time – Once schedules are out, then what?

Contact Center Metrics, Why Do They Matter?

Taylor Reach Group

If we generated every possible report, not only would we never have enough time to read, review and understand the reports, but we would likely increase confusion and ambiguity regarding the centers’ performance. Login time. Available time. Busy/Not ready time. Talk time. Warp time. Hold time. Status states (lunch, break, coaching, training, etc.). Average talk time. Average hold time. Average handle time.

Optimizing Call Center Customer Support for Increased Revenue

Tenfold - Contact Center Blog

By predicting the number of agents required at any point of time, call centers can optimize workforce and cost. Reduction in excessive agent idle time – A huge payback can be quickly realized when agent schedules are more closely aligned with call demand.