Performing the job of a call center agent is never easy. From handling customer requests to resolving their queries, the calls received by the call center agents per day are vast and varied. Therefore, accomplishing success in their profile largely depends on their average time to end a call or resolve a query. In call center metrics, this is known as Average Handle Time (AHT).
Average Handle Time is a call center metric that measures the time a call center executive takes to complete a specific task or help a caller resolve. An important parameter to measure efficiency, AHT is not solely based on the call duration but also on several other factors, such as:
Talk time: An agent’s time while talking to a customer until resolution.
Hold time: The amount of time the agent put the caller on hold to gather the requisite information. This does not include the time the customer spends waiting in a queue.
After-call time: The time spent completing the paperwork and other related tasks after the call ends. It is also known as the total wrap time or post-call work time.
How to Measure AHT?
Since the call centers need to keep a close track of their agents’ AHT, a standard formula has been devised to calculate this metric:
Average Handling Time = (Total Talk Time + Total Hold Time + Total Wrap Time) / Number Of Calls Handled
While measuring AHT is necessary occasionally, the call centers must remember that it is not the only criterion to measure productivity. Setting benchmarks and tracking the agents’ performance is vital to help identify the steps that can be taken to improve the company’s growth and performance. It is also important to remember that a lower AHT does not necessarily benefit the company. A lower AHT can also imply a significant compromise on quality, as over-emphasizing the need to reduce the call duration may push the agents to compromise on service quality.
There are certain situations when an agent’s AHT is exceptionally high. Several factors, such as a slow computer system, longer call duration, extended hold time, and various others, can cause this. In such a situation, the call centers need to take necessary measures that can help improve the AHT. Some of these are mentioned below:
1. Improving the Agent Training Process
Providing adequate training to the call center agents is essential to equip them with the correct information to deliver the best customer service. Eliminating the agents’ need for fumbling between different software, this process provides the agents with adequate information to handle the most challenging cases that may arrive.
2. Monitoring Calls & Identifying Weak Areas
Recording and monitoring the calls handled by the agents can help identify their weak performance areas. Focusing on these areas and working towards improving the same can play a crucial role in boosting the team’s performance and morale.
3. Accurate Call Routing
Adopting this technology in a call center can play a crucial role in improving AHT. This is because routing the calls to the most suitable agent affirms that the customer’s query would be resolved in the best possible manner in the minimum time possible.
4. Arming with Requisite Knowledge Base
It is crucial to provide the call center agents with all the necessary information to help them resolve customer queries quickly and rapidly. Providing them with the requisite details in one place saves much of their and the customer’s time. Instead of spending time searching for information while keeping the caller on hold, they can offer an immediate resolution to the customer’s problem.
5. Use an Internal Communication System
An internal communication system that can access instant messaging can help reduce AHT. This system provides agents easy access to help from other agents via chat while the customer is still on the phone. This, in turn, not only saves their time but also assists the agents in delivering an improved performance.
Benefits of Improved AHT
The benefits of improved AHT are not limited to attaining maximum customer satisfaction. This metric is beneficial in several other ways:
1. Evaluate Employees’ Performance
The measurement of AHT is beneficial in analyzing how the employees are supporting the customers. While keeping this metric as low as possible is essential, avoiding forcing the agents to attain its lowest number is also crucial. This is because doing so is likely to deteriorate the customer service quality.
2. Identify Staffing Needs
Determining the average time an employee takes to complete a task or handle a customer’s query can help determine the organization’s staffing needs. For instance, a long waiting queue implies that a number of customers are kept waiting, signifying the need to add more staff members.
3. Reduce Costs & Increase in Revenue
A reduction in AHT implies increased revenue. This is because reduced AHT helps improve the productivity level of the call center agents and streamlines the overall workflow process. This, in turn, culminates the extra costs, leading to improved overall revenue.
Improve AHT for Better Outcomes
AHT goals vary in different organizations. While spending four minutes per call is fine for a few, others might prefer to spend between one to two minutes per call. Therefore, there can never be a defined standard for AHT.
The best way to improve AHT is by effectively planning an organization’s long-term goals. This, in turn, would be beneficial in defining how the available resources can be used to the best of their ability and allow the delivery of improved customer experience. Above all, it’s best to use AHT and its parameters to attain long-term profitable growth.
