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.

Full Speed Ahead with Analytics and Automation


These calls had the highest average handle time (AHT)—more than 19 minutes per call. The primary KPIs on the agent scorecard include available time , time in adherence to schedule , revenue per hour and total average quality score. With AQM, the organization can automate the entire quality management process, from scoring evaluations to assigning coaching. What happens when a premier cruise line makes business outcomes a top priority?

Are You Using All That Workforce Optimization Has to Offer?


When you can evaluate many more calls, you can get a better understanding of your agents’ performance and take appropriate action to automatically assign coaching exactly when and where it’s needed. Scorecards can be incorporated into your quality management program to help you monitor your team’s performance across quality KPIs, make it easy to report and share quality trends, trigger alerts, and follow the results of coaching sessions.

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

Emojis At the Contact Center? Why Not?

Monet Software

Perhaps average handle time (AHT) is the toughest challenge, or cutting down on abandoned calls. Let’s stick with average handle time as an example. A column of angry faces means there is still work to be done, so get those coaches and trainers ready to go.

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?

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.

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.

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.

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.

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.

5 ways of delivering CX reporting best practice


To read the three previous posts in the optimizing CX series on creating blended agents , improving the agent experience and reducing Average Handling Time while safeguarding quality, simply click on the links.

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.

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.

11 Strategies to Make Downtime in Call Center for an Agent

Dialer 360

Not too long ago, a time usually people were satisfied for services. Add Up-Selling Activity – Fill the Extra Time. To motivates customer service and up-sell all chance in less time. Besides the average handling time as well.

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.

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.

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.

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.

Performance Management Takes Your Reporting to the Next Level


Imagine all the other things I could have accomplished in that time! Additionally, for quite some time, I was the only person who knew how to run and apply the macro, which caused challenges if I was sick or went on vacation. Just create the report or dashboard one time and set up a subscription for it to run and email to leadership at any frequency desired. I’m often asked the question, “I already have reporting. Why would I get a performance management tool as well?”

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.

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.

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.

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.

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.

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.

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.

How To Be An Effective Manager

Contact Center Geek

She is lauded for having the lowest Average Handle Time, highest Call Quality scores, and highest Schedule Adherence. Nearly every time I talk with other contact center leaders the subject of manager training comes up. Stop me if you’ve heard this one before.

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.

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.

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.

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.

4 Leadership Secrets to Retain Customers During Disruption

CSM Magazine

And she loves how time just flies when she’s busy. The employee didn’t rush me off the phone; rather, her goal was to focus on my needs and to take the time to make it right. Clearly, the leaders had taken the time to identify what values were important for this role (i.e.