Question: How Do You Manage AHT?

How do you avoid holding customers?

5 Ways to Avoid Putting Customers on Hold1—Call Analytics.

Inefficient systems give IVR a bad name.

2—Intelligent Routing.

Even if you are only using IVR as a receptionist, you can still use the technology to reduce or eliminate call queues.

3—Scalability.

Call spikes can lead to customers landing in the hold queue.

4—Callback.

5—Surveys..

What is BPO shrinkage?

Shrinkage can be defined as the time for which people are paid during which they are not available to handle calls. There are many reasons that can cause shrinkage – and it has to be taken into account when scheduling the required number of agents to meet call volumes.

How long is it OK to keep a customer waiting?

On average, retail consumers believe that 5 to 10 minutes is the maximum acceptable amount of time that they are prepared to wait in a line. If a line appears to be too long, or the time limit has been exceeded, most customers will make the decision to put their purchases back and walk out the door.

How can I reduce my AHT?

49 Tips for Reducing Average Handling Time (AHT)Gather all information at the start of the call. … Look carefully at the IVR. … Nip problems in the bud by paying special attention to new staff. … Create cheat sheets to help streamline call-handling processes. … Let agents listen to examples of low AHT. … Recruit agents who speak concisely. … Identify silence on calls.More items…•

What is average talk time?

Average-Talk-Time (ATT) is the average amount of time agents talk to customers. After-Call-Work (ACW) is the average amount of time an agent takes to wrap-up a call. Average Handle Time is the combination of both ATT and ACW.

What is SLA in a call center?

A SLA is your call center’s promise of maintaining a certain standard of service to your clients and customers and, typically speaking, the SLA will specify that your call center is committed to answering a set percentage of calls within a certain number of seconds, such as answering 75% of calls within 20 seconds.

How is AHT calculated?

To calculate AHT, add your total talk time + total hold time + total after-call tasks, and then divide by the number of total calls. That is your average handle time.

How long is too long on hold?

According to research from Velaro, all it takes is waiting on hold for one minute and almost 60% of customers will hang up. In a survey of “more than 2,500 consumers, nearly 60% of respondents believe that one minute is too long to be on hold,” PRWeb reports.

How do you tell a customer to hold your phone?

The Proper Etiquette for Putting a Client on HoldExplain the reason you need to put the caller on hold.Ask for the person’s phone number, in case the conversation is cut off.Promise to return in a minute—or your best estimate of how long the hold will last.More items…

What affects AHT?

Repeated Customer Interaction: If all the required information is not presented to the customer in one instance, the customer might defect and even if not, it certainly increases the AHT as the customer is probably kept on hold multiple times.

Why is AHT important in a call center?

Things get more complex when a customer has a long wait time and a long handle time. The lower the AHT, the more efficient a call center tends to be operating. It means a representative can handle more calls, more customers can be served, and customers will see resolutions more quickly.

What is AHT in customer service?

Average handle timeAverage handle time (AHT) is a metric that’s commonly used as a key performance indicator (KPI) for call centers. It represents the average length of contact for a customer on a call.

What is shrinkage and its formula?

Utilisation is simply the number of hours that employees are available to work on their primary task (measured hours), divided by the total paid hours. So a Shrinkage Figure of 30% equates to a Utilisation figure of 70%.

What is AHT in WFM?

Average handle time (AHT) is a call center metric for the average duration of one transaction, typically measured from the customer’s initiation of the call and including any hold time, talk time and related tasks that follow the transaction. AHT is a prime factor when deciding call center staffing levels.

What is a good average handle time?

However, Call Centre Magazine used its Erlang calculator to calculate a global standard for AHT that applies to every industry. After reviewing over 190K entries, Call Centre Magazine found that the average handle time for almost all companies is about six minutes and three seconds.

What is average speed of answer?

Average speed of answer is defined as the average amount of time it takes for a call center to answer a phone call from a customer. Included in this metric is the time a caller waits in a queue. The time it takes to navigate through an IVR system is not factored in to ASA.

What is SLA formula?

In most organizations Service Level will be defined as: X percent of calls answered in Y seconds. (For example: 80 percent of the calls should be answered within 20 seconds.) The calculation simply is (number of calls answered in Y seconds / total calls offered) * 100. … So the desired Service Level was well met.