Introduction
Welcome to our article on how to calculate AHT (Average Handling Time) in call centers. As we all know, AHT is a crucial metric for the success of any call center. It reflects the average amount of time taken by a customer service representative to resolve a customer’s issue. In this article, we will provide an in-depth understanding of AHT and how to calculate it efficiently. Whether you’re a new call center manager or a seasoned professional, this article will give you insights to improve your call center operations.
A call center’s efficiency is measured by the speed and quality of service provided to its customers. To ensure customer satisfaction, it’s essential to determine the AHT, which provides valuable insights into the performance of agents and call centers. A low AHT indicates faster call resolution times, which leads to increased customer satisfaction, fewer abandoned calls, and higher agent productivity.
The definition of AHT varies depending on the company and industry in which the call center operates. However, the calculation method is similar across all industries. We’ll take a closer look at the formula and how to calculate AHT in the upcoming sections.
What is AHT?
Average Handling Time (AHT) is the average time an agent spends on a customer call, including talk time and after-call work. AHT is calculated by adding the duration of talk time and the duration of after-call work and dividing the result by the total number of calls handled by the agent.
Why is AHT important?
AHT is a critical metric in call center operations. It’s essential to measure it to ensure optimal performance and meet customer expectations. By monitoring AHT, call center managers can identify areas of improvement in their operations and make the necessary adjustments. Additionally, AHT is used to calculate the number of customer service representatives needed to manage the call volume efficiently.
How to calculate AHT?
Calculating AHT is a straightforward formula. First, you need to record the following metrics:
| Metric | Description |
|---|---|
| Talk Time | Total duration of the call from the moment the agent picks up the phone until the call is completed. |
| After-Call Work | Total time an agent spends on tasks related to the call after it ends, such as logging notes or completing any follow-up tasks. |
| Total Calls Handled | Total number of calls handled by the agent during a specific period. |
The formula to calculate AHT is:
AHT = Talk Time + After-Call Work / Total Calls Handled
How to Calculate AHT – A Detailed Explanation
Record Talk Time
Talk time is the total duration of the call from the moment the agent picks up the phone until the call is completed. It’s vital to ensure that you record the start and end time of each call accurately. This data can be easily captured using call center software. Once you have the total talk time for each call, add them up to obtain the total talk time for all calls handled by the agent.
Record After-Call Work
After-call work is the total time an agent spends on tasks related to the call after it ends, such as logging notes or completing any follow-up tasks. After-call work is essential as it reflects the amount of time agents spend on each call, ensuring that customer issues are properly resolved. Record the time taken for each after-call work activity for each call and add them up to obtain the total after-call work time for all calls handled by the agent.
Calculate Total Calls Handled
Total calls handled refer to the number of calls an agent has answered during a specific period, usually measured in hours or days. To calculate the total number of calls handled by an agent, you need to record the number of incoming calls, outgoing calls, and transfer calls. Add up these numbers to obtain the total number of calls handled by the agent.
Apply the Formula
Once you have gathered all the necessary data, use the following formula to calculate AHT:
AHT = Talk Time + After-Call Work / Total Calls Handled
Divide the total talk time and after-call work by the total calls handled to obtain the AHT for the agent during the specific period.
Interpreting AHT Metrics
After calculating the AHT, it’s essential to interpret the metrics to determine an agent’s performance accurately. A low AHT indicates faster call resolution times, which reflects positively on customer satisfaction levels. A high AHT indicates that agents take too long to resolve issues, which can lead to customer dissatisfaction and increased call abandonment rates. By monitoring AHT metrics, you can identify areas of improvement in your call center operations and make the necessary changes.
FAQs
Q1. What is a good AHT for a call center?
A1. A good AHT for a call center depends on the industry and the type of calls handled. However, the average AHT for most call centers is between 4-6 minutes.
Q2. How can I reduce AHT in my call center?
A2. You can reduce AHT in your call center by providing agents with proper training, implementing call center software to automate repetitive tasks, and optimizing call routing systems.
Q3. Can AHT be too low?
A3. Yes, AHT can be too low, indicating that agents are rushing through calls and not providing appropriate customer service. It’s essential to strike a balance between fast call resolution times and maintaining quality customer service.
Q4. How can I calculate AHT for multiple agents?
A4. To calculate AHT for multiple agents, aggregate the total talk time and after-call work for all agents and divide it by the total number of calls handled.
Q5. What is the difference between AHT and ASA?
A5. AHT represents the average handling time for an individual call, while ASA (Average Speed of Answer) represents the average time it takes for an agent to answer an incoming call.
Q6. How can I ensure that agents are logging after-call work accurately?
A6. You can ensure that agents are logging after-call work accurately by providing proper training and using call center software that automatically logs after-call work activities.
Q7. Can AHT be calculated for non-phone channels such as email or chat?
A7. Yes, AHT can be calculated for non-phone channels by including the total time spent on these channels, including handling time and after-call work.
Conclusion
In conclusion, calculating AHT is crucial for call center operations. It reflects the quality of service provided to customers and helps managers identify areas of improvement in their operations. By following the steps outlined in this article, you can efficiently calculate AHT and interpret the metrics to improve your call center’s performance. Remember to strike a balance between fast resolution times and quality customer service to achieve optimal results.
We hope that you found this article informative and helpful. If you have any questions, please feel free to contact us.
Take Action Now
If you’re looking to improve your call center’s performance, start by calculating AHT today. Use the formula and steps outlined in this article to gather the necessary data and interpret the metrics to make informed decisions.
Closing Statement with Disclaimer
This article is for informational purposes only and does not constitute legal or professional advice. Always seek the guidance of a qualified professional before making any business decisions.