Introduction
Greetings Call Center Professionals,
As we all know, the call center industry is known for its jargon and acronyms that may leave us feeling like we’re out of the loop. One such term that can be quite perplexing is AHT. In this article, we aim to demystify AHT meaning in call center, explain its significance, and why it’s essential to know in today’s call center environment.
Average Handle Time (AHT) is an essential metric used in the call center industry. Knowing what AHT is and how to optimize it can help your team improve efficiency, reduce costs, and boost customer satisfaction levels. So, whether you’re a new call center agent or a seasoned professional, this article is for you. Let’s dive in!
What is AHT?
Simply put, AHT stands for Average Handle Time. It is the average amount of time it takes for a call center agent to handle a customer interaction, including talk time, hold time, and post-call work time.
Handling time is an essential metric used in the call center industry to evaluate the efficiency of a call center operation. By measuring AHT, call centers can identify areas where they can improve.
💡 Fun Fact:
| Did you know? | AHT is also referred to as Average Call Duration (ACD). |
|---|
Why is AHT important?
AHT is an essential metric for call centers because it provides insight into the efficiency and effectiveness of a call center operation. By monitoring AHT, call center managers can identify areas where performance can be improved by making changes to agent training, technology, and processes.
AHT is also an essential metric for customer satisfaction. Long hold times, transfers, or poor customer service can all contribute to longer AHT, which can negatively impact customer satisfaction levels. By monitoring AHT, call centers can identify areas for improvement and take steps to address customer needs more effectively.
How to calculate AHT?
Calculating AHT is simple, but it is essential to calculate it correctly. Each call center has its formula for calculating AHT, but typically it includes three components:
- Talk Time: The amount of time agents spend speaking with customers during a call.
- Hold Time: The amount of time customers spend on hold during a call.
- After-Call Work (ACW): The time agents spend completing tasks related to the call after the conversation ends.
Once you have these three components, you can calculate average handle time by adding them together and dividing the total by the number of calls handled.
💡 Pro Tip:
| Pro Tip: | Calculating AHT can be automated by using call center software or a workforce management tool. These tools can help you track agent performance, optimize schedules, and improve overall operational efficiency. |
|---|
How to optimize AHT?
Optimizing AHT is critical to improving call center efficiency and customer satisfaction levels. Here are some tips to help you reduce AHT:
- Streamline Processes: Simplify the process for agents to access the necessary information to handle calls effectively, such as customer information and frequently asked questions.
- Provide Adequate Training: Train agents to handle calls efficiently, including coaching on communication skills, product knowledge, and call center software.
- Use Call Scripts: Use pre-written scripts to improve consistency, accuracy of information, and reduce time spent on calls.
- Implement Call Center Software: Implement call center software, such as automatic call distribution (ACD) systems, interactive voice response (IVR) systems, and workforce management tools to optimize call routing, reduce hold times, and track performance.
Conclusion
In conclusion, AHT is a critical metric in the call center industry that helps managers identify areas for improvement, optimize call center operations, and improve customer satisfaction levels. By understanding AHT meaning in call center and its significance, call center professionals can take steps to improve AHT and overall operational efficiency. Remember, when it comes to AHT, every second counts!
FAQs
1. What is a good AHT?
A good AHT varies depending on the type of call center and industry. Generally, a good AHT ranges from 4-6 minutes for inbound call centers and 8-15 minutes for outbound call centers. However, the lower AHT, the better.
2. What affects AHT?
Several factors can affect AHT, including hold times, talk times, post-call work, call routing efficiencies, and agent performance. Therefore, optimizing AHT requires managers to optimize each of these factors.
3. How can AHT be improved?
AHT can be improved by streamlining processes, providing adequate training, using call scripts, and implementing call center software such as automatic call distribution (ACD) systems, interactive voice response (IVR) systems, and workforce management tools to optimize call routing, reduce hold times and track performance.
4. What is the difference between AHT and ASA?
ASA stands for Average Speed to Answer, and it is the average amount of time it takes for an agent to answer a call. AHT, on the other hand, measures the total amount of time an agent spends handling a call.
5. What is the benefit of knowing AHT?
Knowing AHT benefits call center managers as it helps them identify areas for improvement, optimize call center operations, and improve customer satisfaction levels.
6. Why is AHT important for customer satisfaction?
AHT is an essential metric for customer satisfaction. Long hold times, transfers, or poor customer service can all contribute to longer AHT, which can negatively impact customer satisfaction levels.
7. How can call center software improve AHT?
Call center software, such as automatic call distribution (ACD) systems, interactive voice response (IVR) systems, and workforce management tools can improve AHT by optimizing call routing, reducing hold times, and track performance.
8. How can I calculate AHT manually?
To calculate AHT manually, add the total talk time, hold time, and after-call work time for a specific period and divide the total by the number of calls handled during that period.
9. Can AHT vary by day?
Yes, AHT can vary depending on the day of the week, time of day, or even the season. For example, AHT may be higher during peak hours or holidays.
10. What is a high AHT?
A high AHT may vary depending on the type of call center and industry. Generally, an AHT above eight minutes for inbound call centers and 15 minutes for outbound call centers is considered too high.
11. What is the impact of AHT on cost?
AHT has a direct impact on cost, as it affects the number of agents needed to handle customer interactions, which in turn impacts staffing, training, and operational expenses. Therefore, optimizing AHT can help reduce costs and improve efficiency.
12. How often should AHT be monitored?
AHT should be monitored regularly, ideally daily, to identify areas for improvement and track performance.
13. What is the difference between AHT and AWT?
AWT stands for Average Wait Time and is the average amount of time customers spend in a queue waiting for an agent to handle their call. AHT, on the other hand, measures the total amount of time an agent spends handling a call.
Conclusion
In conclusion, understanding AHT meaning in call center and its significance is critical to improving call center efficiency, reducing costs, and improving customer satisfaction levels. By monitoring AHT, optimizing processes, providing adequate training, and implementing call center software, call centers can improve AHT and overall operational efficiency. Remember, when it comes to AHT, every second counts!
Disclaimer
This article is for informational purposes only and does not constitute professional advice. The information contained herein is provided “as is” without warranty of any kind. We make no representation or warranty, express or implied, as to the accuracy, completeness, or timeliness of the information provided in this article. We shall not be liable for any direct, incidental, consequential, or indirect damages arising out of your access to or use of this article.