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.

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.

The Agent Churn Cycle: Why It Happens and How to Prevent It


The industry’s employee turnover rates remain more than double the average for all other U.S. By analyzing 100% of phone calls in real-time, it allows agents to pinpoint exactly where they can improve, but also sheds light on the areas they’re excelling in.

NEW Ways to Supercharge Contact Center FCR and AHT Performance

Call Center Coach

Common KPIs like First Contact Resolution (FCR) and Average Handle Time (AHT) might be common KPIs but they ways they are being improved upon are very dynamic. But not only that they’re also getting reduced average call handling (ACH) time 20% plus improvement in AHT.

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

What is Call Wrap Up Time? 5 Ways to Reduce It in Your Contact Center


Reducing average wait time and average handle time in your contact can yield huge customer satisfaction increases for your business. In this blog, we outline what call wrap up time is and actionable steps you can take to reduce it in your contact center.

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.

What is Call Center Performance Management?


Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification. However, gathering enough data to decide where to direct resources to improve performance requires a huge amount of time and managerial energy.

Top Call Center Metrics and How to Use Them to Thrive in a Data-Driven World

Monet Software

Service Level: Service level refers to the percentage of calls being answered within a given time frame and measures the overall performance of how accessible your service is for customers. You might want to look at Average Speed to Answer (ASA) and Abandonment Rate (AR) along with SLAs.

Call center training time comes down with these 7 technologies


Everyone knows that time equals money, right? Traditionally, contact centers have trained new agents using one-on-one coaching or classroom-style role-playing, where the focus is on imparting knowledge and customer service etiquette. While these non-technological training styles center offer a number of benefits, they can consume a considerable portion of a call center’s resources in terms of time and cost. Whisper coaching. Real-time self-monitoring.

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.

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.

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.

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.

New Ways to Think About Contact Center Quality Monitoring

NICE inContact

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.

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.

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?

NICE inContact

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.

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.

Christmas in July? Prepare Your Holiday Season Customer Service Now

TLC Associates

And if your business sells to consumers, you’re hopefully ramping up your customer service to handle the seasonal spikes from Christmas sales. Let’s start with the timing of your workforce escalation. July is the perfect time to reflect on last year’s holiday customer service. You have the distance to review macro-level trends with a clear head and enough time before the 2019 season to gear up your workforce and training programs.

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.)

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.

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.

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.

CX Thought Leaders July 2019


Perhaps most prevalent, from the standpoint of impact on existing customer service processes, is the advent of AI/ML services such as those offered by AWS (LEX, Personalize, Comprehend, Transcribe, Translate)—these services empower businesses to automate routine interactions using LEX voice chatbots, with often dramatic reductions in Average Handling Times, and increases in both agent and customer satisfaction.

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.

Essentials of Cloud Contact Centers

Noble Systems

Agents, team leads and supervisors each have their own view of real-time information from anywhere. When WFM is web-based, agents can access their personal information and perform tasks like requests for time off or bidding on shift and overtime slots from anywhere.

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.

AI Customer Service: Today’s Most Transformative Technologies


Customer service has clearly benefited from bots as these virtual assistants can store endless amounts of data, predict customer behavior and access relevant information in real time.

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.

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).

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.