What is AHT?
Average handling time (AHT): Average call handling time is a metric that measures the average time required to resolve a customer support request. It is typically measured from the start of the customer's call to its conclusion (including waiting time, interaction time, and information processing time). This metric is commonly used to evaluate the effectiveness of the Call Center and the call center agent's KPIs.
Why is shortening call handling time important?
According to Forrester, 66% Users believe that they want to be valued by businesses by saving their time.
On the other hand, in most cases, reducing call handling time is also proof that the customer service department is working more efficiently. This not only Enhance customer experience while also helping agents reduce pressure and optimize operating costs.
Note: Reducing average handle time (AHT) is only effective when conditions are met. First Contact Resolution rate increase.
- If AHT decreases, FCR increases: Reducing AHT is effective.
- If AHT decreases, FCR decreases: Reducing AHT is not effective.
Calculate the average call handling time.
Illustrative example.
The following data is taken from automatic call distribution system (ACD) of Call Center in one day:
- Total talk time = 7 days + 17 hours + 36 minutes + 45 seconds = 668205 seconds.
- Total hold time = 1 day + 3 hours + 32 minutes + 33 seconds = 99153 seconds.
- Total wrap time = 2 days + 7 hours + 5 minutes + 6 seconds = 198306 seconds.
- Number of call handles = 4311.
AHT = [(668205 + 99153 + 198306) / 4311] = 224 seconds.
Processing times vary between departments or between companies, depending on the type of product, service, and complexity of the issue. However, optimize this metric as much as possible.
Factors that increase call handling time
- Computer systems, networks, and software are inefficient and unfriendly.
- Low call center agent competency: Lack of product knowledge and customer interaction skills
- Internal processes have not been optimized.
- The level of complexity of the issue from the customer's side.
- Lack of tools and support systems for call center agents: Data CRM asynchronous storage, lack of reference materials.
Reduce call handling time.
Here are some tips and tools you can use to reduce call center handling time while increasing customer satisfaction and optimizing costs.
1. Do a good job of training incoming Agents.
When agents are trained in problem-solving skills and knowledge, they will be able to handle calls faster, thereby increasing customer satisfaction.
Help agents know where to find information to quickly and accurately answer customer questions. Agents should be thoroughly and comprehensively trained on all operations within the system. CRMQuick information lookup channels, standard service interaction methods, etc. Ready to resolve issues quickly in accordance with company policy, satisfying even the most demanding customers.
2. Continuously monitor Agent performance and improve.
Use the call monitoring softwareWith these tools, you can listen to calls directly while your staff is consulting with customers, thereby detecting gaps in the interaction process and providing ways to improve.
Measure performance regularly by evaluating customer interactions through recorded files.
3. Optimize operational processes.
This is one of the best ways to reduce call handling time, take a look at Workflow Identify inefficiencies that impact service quality and increase call times. Eliminate unnecessary processes and add automated features.
4. Create a knowledge base.
Create a knowledge base that your agents can quickly access to answer customer questions, perhaps a collection of frequently asked questions (FAQs).
5. Call routing.
Create different Agent groups, each with high expertise in a specific field. Classify customer needs through skill-based call routing system.
6. Update customer information continuously.
Continuously update customer information regarding personal details, transaction history, preferences, and store it in the CRM. This helps agents understand customer characteristics to provide faster advice, while also offering a personalized experience that enhances customer satisfaction.
You can also be more efficient by creating: Customer Experience Journey Map
7. Automate workflows.
By using the applications switchboard automation technology, You can optimize call center agent performance while still ensuring call quality. Machine operations are faster and more consistent than human operations. For example:
- Apply Chatbot technology to respond to customers automatically.
- Use IVR and ACD to capture customer input information
- Voice Biometric technology enables automatic customer identity verification using voice without the need for human-administered verification questions.
8. Regular training for call center agents.
Ensure your employees always have the knowledge and skills that may have been overlooked or forgotten during the course of their work.
At the same time, provide additional new knowledge to promote shorter call handling times. You can have agents listen to their own calls and ask them to self-evaluate and brainstorm to come up with improvement methods.
Reducing call handling time can help increase customer satisfaction and optimize operational efficiency, however should not be disregarded at all costs If it negatively impacts customer satisfaction, as some products and customers prefer longer consultations. Consider what is appropriate for your business and make the right decisions accordingly.
See also: 10 TIPS TO IMPROVE CALL CENTER EFFICIENCY
Bellsystem24-Vietnam
The leading provider of Contact Center & BPO solutions in Vietnam.
