How to Write a Review on Average Handle Time
What is average handle time (AHT) and how tin you reduce it?
Tips and metrics on Average handle time (AHT), the average duration of an unabridged phone call center amanuensis/client transaction.
Average Handle Fourth dimension (AHT) is the average duration of the unabridged customer call transaction, from the time the client initiates the call to catastrophe the call, including all agree times and transfers, besides as subsequently call work.
Why is average handle time important?
51% of customers will never do business with a company once again later just one poor service experience.¹
AHT is a metric that impacts a number of critical call center KPIs across CSAT, operational efficiency, and agent effectiveness. It'due south a stiff indicator of everything from the impact of amanuensis training programs to arrangement processes and resources. And it's a defining metric in agreement and improving the client experience.
Simply put, AHT shows how well equipped is the agent to handle client queries. That'south why consistent measurement, monitoring, and taking action on AHT is an essential KPI for any call center.
What is a good average handle time?
The AHT benchmark varies from industry to manufacture. According to this report from Cornell, the AHT criterion for telecommunication is just over 8:30 minutes, while the AHT criterion for financial and IT services is 4:45 minutes. Pending the complication or high-value nature of calls, AHT will exist higher.
How exercise you summate average handle time?
In some cases, companies include Afterwards Call Work (ACW) into the AHT calculation. ACW is the boilerplate duration after each telephone call an agent takes to behave out post-phone call processing, including information entry and updates, scheduling follow-ups, and any other communication requirements.
To calculate average handle time, add together total talk time with total hold time, and so add ACW. Lastly, divide that by the full number of calls to get the AHT.
AHT tin be assessed per agent, per department, or beyond the system.
How to reduce and better average handle fourth dimension in a phone call center
Identify the root cause impacting AHT
The easiest fashion to immediately improve AHT is to uncover and determine the root cause of interactions that increase the length of agent conversations. To practice that, it starts with 100% telephone call coverage, to ensure that every interaction is monitored and identified.
Common monitorable interactions, analyzed with speech analytics, that bear upon AHT include expressionless air, concord-time violations, and supervisor escalations . In some cases, customer sentiment can also shed light into AHT, with negative interactions lengthening the call, and leading to the interactions listed above.
Coach agents with data and context
With a clear understanding of the interactions impacting AHT, supervisors can more than rapidly train agents on how to meliorate handle those interactions, including disquisitional amanuensis soft skills.
For example, if an agent is has a loftier number of supervisor escalations, supervisors can quickly hold micro-grooming sessions to coach on tactics to reduce information technology, similar empathy statements or de-escalation tactics. It's all about providing context side-by-side with the agent feedback. Additionally, if the resolution of the query is out of the agent's control, you can chop-chop identify why and fix the operational efficiency that'southward keeping the agent from resolving the client's outcome.
Focus on your internal knowledge base
In some cases, AHT isn't just impacted past agent performance, but rather the resources available to them. That's where a dynamic, easy-to-navigate internal knowledge base (IKB) comes into play. Agents need to be able to rapidly search and discover the answers to their questions, and additional content to handle more complex queries.
Check out our 7 ways to upward-level your contact center IKB weblog post for some actionable tips.
Want to learn more?
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Source: https://www.observe.ai/blog/what-is-average-handle-time-aht-and-how-do-call-centers-reduce-it
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