Introduction
Greetings to our readers! We are excited to share with you some valuable information about average handling time (AHT) for call centers. As we all know, call centers play a vital role in customer service, and AHT is one of the most important metrics used to measure their success. In this article, we will explain what AHT is, why it is important, how it is calculated, and how it can be improved. So, let’s dive in!
What is Average Handling Time?
Average Handling Time (AHT) is the average time it takes for a call center agent to handle a customer call, including the time spent on hold, transferring the call, and after-call work. A high AHT means that customers are waiting longer to get their issues resolved, which can lead to frustration and dissatisfaction. On the other hand, a low AHT indicates that agents are able to handle calls quickly and efficiently, resulting in higher customer satisfaction rates.
Why is AHT Important?
AHT is a critical metric for call centers because it directly impacts customer satisfaction and the overall success of the organization. A long wait time can leave customers feeling undervalued and unimportant, which can lead to negative reviews, decreased loyalty, and ultimately, loss of business. AHT also affects the cost of running a call center because it is directly related to the number of agents needed to handle a given volume of calls. Thus, a reduction in AHT can result in significant cost savings for the organization.
How is AHT Calculated?
Calculating AHT is straightforward. It involves adding the total time spent on a customer call, including all hold times and after-call work, and dividing it by the number of calls handled during a specific period, usually an hour or a day. The formula for calculating AHT is:
| Total Talk Time + Hold Time + After-Call Work Time |
|---|
| Number of Calls Handled |
How Can AHT Be Improved?
Improving AHT requires a multifaceted approach that involves optimizing call center processes, providing effective training to agents, and leveraging technology to streamline operations. Here are some tips to help reduce AHT:
1. Optimize Call Routing:
Routing calls to the right agents can significantly reduce AHT. By matching the customer with the most qualified agent, call centers can reduce call transfer and hold times, resulting in quicker resolution times and higher customer satisfaction.
2. Provide Training and Coaching:
Providing effective training and coaching to agents can help them to handle calls more efficiently, resulting in shorter AHT. Agents should be trained on how to use call center technology, handle difficult customers, and resolve issues quickly and effectively.
3. Use Technology:
Call center technology can help to automate call routing, provide real-time reporting, and offer self-service options to customers. These tools can help to reduce AHT by providing agents with the information they need to handle calls quickly and efficiently.
4. Streamline Processes:
Streamlining processes, such as reducing hold times and eliminating unnecessary call routing, can also help to reduce AHT. By identifying and eliminating process bottlenecks, call centers can reduce wait times and improve the overall customer experience.
Frequently Asked Questions (FAQs)
1. How does AHT impact customer satisfaction?
A high AHT can lead to customer frustration and dissatisfaction, resulting in negative reviews, decreased loyalty, and ultimately, loss of business. On the other hand, a low AHT indicates that agents are able to handle calls quickly and efficiently, resulting in higher customer satisfaction rates.
2. What is the ideal AHT?
The ideal AHT varies depending on the type of call center and the industry. However, in general, a good AHT is between 3-6 minutes for inbound calls and 2-3 minutes for outbound calls.
3. How can AHT be improved without sacrificing quality?
Improving AHT without sacrificing quality requires a multifaceted approach that involves optimizing call center processes, providing effective training to agents, and leveraging technology to streamline operations.
4. Can AHT be used to measure agent performance?
Yes, AHT is often used to measure agent performance. Call center managers use AHT to determine how efficiently agents are handling calls and to identify areas where they may need additional training or coaching.
5. What are some common causes of high AHT?
Some common causes of high AHT include inadequate agent training, process bottlenecks, long hold times, and inefficient call routing.
6. How frequently should AHT be measured?
AHT should be measured regularly, typically on a daily, weekly, or monthly basis. This allows call center managers to identify trends over time and take corrective action to improve AHT.
7. What role does technology play in reducing AHT?
Technology can play a significant role in reducing AHT. Call center technology can help to automate call routing, provide real-time reporting, and offer self-service options to customers. These tools can help to reduce AHT by providing agents with the information they need to handle calls quickly and efficiently.
8. How can AHT impact call center profitability?
A high AHT can increase call center costs because it requires more agents to handle a given volume of calls. On the other hand, a low AHT can result in significant cost savings for the organization.
9. What is the relationship between AHT and first call resolution (FCR)?
FCR and AHT are closely related. A high FCR means that agents are able to resolve customer issues quickly and efficiently, resulting in shorter AHT. On the other hand, a low FCR can result in longer AHT because agents may need to escalate calls or provide additional support to resolve the issue.
10. How can call center managers monitor AHT?
Call center managers can monitor AHT through real-time reporting, call recording, and quality assurance checks. These tools allow managers to identify areas where agents may need additional training or coaching and take corrective action to improve AHT.
11. How can AHT impact employee morale?
High AHT can impact employee morale by increasing stress levels and reducing job satisfaction. On the other hand, a low AHT can improve employee morale because it indicates that agents are able to handle calls quickly and efficiently, resulting in a more positive work environment.
12. What are some best practices for reducing AHT?
Some best practices for reducing AHT include optimizing call routing, providing effective training and coaching to agents, leveraging technology to streamline operations, and streamlining processes to reduce hold times and eliminate unnecessary call routing.
13. What are the consequences of ignoring AHT?
Ignoring AHT can lead to longer wait times for customers, increased frustration and dissatisfaction, negative reviews, decreased loyalty, and ultimately, loss of business.
Conclusion
In conclusion, AHT is a critical metric for call centers that directly impacts customer satisfaction and the overall success of the organization. A long wait time can leave customers feeling undervalued and unimportant, while a short AHT can increase customer satisfaction rates and result in cost savings for the organization. Call center managers can improve AHT by optimizing call center processes, providing effective training and coaching to agents, leveraging technology to streamline operations, and monitoring AHT regularly. We encourage call center managers to take action and implement these best practices to improve AHT and provide the best possible customer experience.
Closing Statement with Disclaimer
Thank you for reading our article on average handling time for call centers. While we have made every effort to ensure the accuracy and completeness of the information, we make no guarantees or warranties, express or implied, about the completeness, accuracy, reliability, suitability, or availability with respect to the information contained in this article. Any reliance you place on such information is therefore strictly at your own risk. We are not liable for any damages or losses that may arise from using or relying on the information contained in this article.