{"id":6509,"date":"2022-08-31T15:11:15","date_gmt":"2022-08-31T08:11:15","guid":{"rendered":"https:\/\/bellbell24vietnam.vn\/?p=6509"},"modified":"2024-12-12T10:46:51","modified_gmt":"2024-12-12T03:46:51","slug":"reduce-call-handling-time","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/van-hanh\/reduce-call-handling-time\/","title":{"rendered":"AHT \u2013 HOW TO REDUCE AGENT CALL HANDLING TIME (AVERAGE HANDLING TIME)"},"content":{"rendered":"<h2>What is AHT?<\/h2>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\"><strong>Average handling time (AHT):<\/strong> 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 <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/van-hanh\/call-center-standard\/\">evaluate the effectiveness of the Call Center<\/a><\/span> and the call center agent's KPIs.<\/span><\/p>\n<p><img fetchpriority=\"high\" decoding=\"async\" class=\"wp-image-19257 size-large aligncenter\" src=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2024\/10\/Contact-Center_scene3-1024x576.jpg\" alt=\"What is AHT?\" width=\"1024\" height=\"576\" srcset=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2024\/10\/Contact-Center_scene3-1024x576.jpg 1024w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2024\/10\/Contact-Center_scene3-300x169.jpg 300w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2024\/10\/Contact-Center_scene3-768x432.jpg 768w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2024\/10\/Contact-Center_scene3-1536x864.jpg 1536w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2024\/10\/Contact-Center_scene3-18x10.jpg 18w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2024\/10\/Contact-Center_scene3.jpg 1920w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/p>\n<h2>Why is shortening call handling time important?<\/h2>\n<blockquote>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">According to Forrester,\u00a0<strong>66%<\/strong> Users believe that they want to be valued by businesses by saving their time.\u00a0<\/span><\/p>\n<\/blockquote>\n<p><img decoding=\"async\" style=\"display: block; margin-left: auto; margin-right: auto;\" src=\"https:\/\/file.hstatic.net\/1000400311\/file\/performance-bpo_0fa71ce833414e61aa740c3455202be9.png\" alt=\"reduce aht\" width=\"358\" height=\"287\" \/><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">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 <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/cx-ex-loyalty\/improve-customer-experience\/\">Enhance customer experience<\/a>\u00a0<\/span>while also helping agents reduce pressure and optimize operating costs.\u00a0<\/span><\/p>\n<blockquote><p><strong><span style=\"color: #ff0000;\">Note:<\/span><\/strong> Reducing average handle time (AHT) is only effective when conditions are met.<span style=\"color: #ff6600;\"> <a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/van-hanh\/first-contact-resolution\/\">First Contact Resolution rate<\/a><\/span> increase.<\/p>\n<ul>\n<li>If AHT decreases, FCR increases: Reducing AHT is effective.<\/li>\n<li>If AHT decreases, FCR decreases: Reducing AHT is not effective.<\/li>\n<\/ul>\n<\/blockquote>\n<h2>Calculate the average call handling time.<\/h2>\n<p><img decoding=\"async\" class=\"wp-image-19435 size-full aligncenter\" src=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2024\/08\/AHT-V.png\" alt=\"AHT\" width=\"801\" height=\"350\" srcset=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2024\/08\/AHT-V.png 801w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2024\/08\/AHT-V-300x131.png 300w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2024\/08\/AHT-V-768x336.png 768w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2024\/08\/AHT-V-18x8.png 18w\" sizes=\"(max-width: 801px) 100vw, 801px\" \/><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-size: 12pt;\"><strong><span style=\"color: #000000;\">Illustrative example.<\/span><\/strong><\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">The following data is taken from <span style=\"color: #ff0000;\"><span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/what-is-acd\/\">automatic call distribution system<\/a><\/span>\u00a0<\/span>(ACD) of<span style=\"color: #ff6600;\">\u00a0<a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/what-is-a-call-center\/\">Call Center<\/a><\/span>\u00a0in one day:<\/span><\/p>\n<ul>\n<li style=\"text-align: justify;\"><span style=\"font-size: 12pt;\"><em><span style=\"font-weight: 400; color: #000000;\">Total talk time = 7 days + 17 hours + 36 minutes + 45 seconds = 668205 seconds.<\/span><\/em><\/span><\/li>\n<li style=\"text-align: justify;\"><span style=\"font-size: 12pt;\"><em><span style=\"font-weight: 400; color: #000000;\">Total hold time = 1 day + 3 hours + 32 minutes + 33 seconds = 99153 seconds.<\/span><\/em><\/span><\/li>\n<li style=\"text-align: justify;\"><span style=\"font-size: 12pt;\"><em><span style=\"font-weight: 400; color: #000000;\">Total wrap time = 2 days + 7 hours + 5 minutes + 6 seconds = 198306 seconds.<\/span><\/em><\/span><\/li>\n<li style=\"text-align: justify;\"><span style=\"font-size: 12pt;\"><em><span style=\"font-weight: 400; color: #000000;\">Number of call handles = 4311.<\/span><\/em><\/span><\/li>\n<\/ul>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\"><strong>AHT =<\/strong>\u00a0[(668205 + 99153 + 198306) \/ 4311] = 224 seconds.<\/span><\/p>\n<blockquote>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">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.<\/span><\/p>\n<\/blockquote>\n<h2>Factors that increase call handling time<\/h2>\n<ul style=\"text-align: justify;\">\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">Computer systems, networks, and software are inefficient and unfriendly.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">Low call center agent competency: Lack of product knowledge and customer interaction skills\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">Internal processes have not been optimized.<\/span><\/li>\n<li>The level of complexity of the issue from the customer's side.<\/li>\n<li>Lack of tools and support systems for call center agents: Data <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/crm\/\">CRM<\/a> <\/span>asynchronous storage, lack of reference materials.<\/li>\n<\/ul>\n<h2>Reduce call handling time.<\/h2>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">Here are some tips and tools you can use to reduce call center handling time while increasing customer satisfaction and optimizing costs.<\/span><\/p>\n<h3>1. Do a good job of training incoming Agents.<\/h3>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">When agents are trained in problem-solving skills and knowledge, they will be able to handle calls faster, thereby increasing customer satisfaction. <\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">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. <\/span>CRM<span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">Quick information lookup channels, standard service interaction methods, etc. Ready to resolve issues quickly in accordance with company policy, satisfying even the most demanding customers.<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-16050 size-full aligncenter\" src=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/05\/portrait-asian-call-center-working_63253-8066.jpeg\" alt=\"training center\" width=\"626\" height=\"417\" \/><\/p>\n<h3>2. Continuously monitor Agent performance and improve.<\/h3>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">Use the\u00a0<span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/call-center-quality-management-quan-ly-tong-dai-hieu-qua\/\">call monitoring software<\/a><\/span>With 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.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">Measure performance regularly by evaluating customer interactions through recorded files.<\/span><\/p>\n<h3>3. Optimize operational processes.<\/h3>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">This is one of the best ways to reduce call handling time, take a look at\u00a0<\/span><span style=\"font-weight: 400; font-size: 12pt;\">Workflow<\/span><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">\u00a0Identify inefficiencies that impact service quality and increase call times. Eliminate unnecessary processes and add automated features.<\/span><\/p>\n<h3>4. Create a knowledge base.<\/h3>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">Create a knowledge base that your agents can quickly access to answer customer questions, perhaps a collection of frequently asked questions (FAQs).<\/span><\/p>\n<h3>5. Call routing.<\/h3>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">Create different Agent groups, each with high expertise in a specific field. Classify customer needs through <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/?p=19350&amp;preview=true\">skill-based call routing system.<\/a><\/span><\/span><\/p>\n<h3>6. Update customer information continuously.<\/h3>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">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.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"color: #000000; font-size: 12pt;\">You can also be more efficient by creating:<span style=\"color: #ff6600;\">\u00a0<a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/cx-ex-loyalty\/manage-customer-journeys-with-customer-journey-maps\/\">Customer Experience Journey Map<\/a><\/span><\/span><\/p>\n<h3>7. Automate workflows.<\/h3>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">By using the applications<span style=\"color: #ff6600;\">\u00a0<a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/van-hanh\/set-up-to%cc%89ng-dai-tu%cc%a3-do%cc%a3ng-nho-cac-ung-du%cc%a3ng-tri-tue%cc%a3-nhan-ta%cc%a3o\/\">switchboard automation technology<\/a>,<\/span> You can optimize call center agent performance while still ensuring call quality. Machine operations are faster and more consistent than human operations. For example:<\/span><\/p>\n<ul>\n<li style=\"text-align: justify;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">Apply <span style=\"color: #b9284e;\"><a style=\"color: #b9284e;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/chatbot-technology\/\"><span style=\"color: #ff6600;\">Chatbot technology<\/span><\/a><\/span> to respond to customers automatically.<\/span><\/li>\n<li style=\"text-align: justify;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">Use IVR and ACD to capture customer input information<\/span><\/li>\n<li style=\"text-align: justify;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">Voice Biometric technology enables automatic customer identity verification using voice without the need for human-administered verification questions.<\/span><\/li>\n<\/ul>\n<h3>8. Regular training for call center agents.<\/h3>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">Ensure your employees always have the knowledge and skills that may have been overlooked or forgotten during the course of their work.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\"> 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.<\/span><\/p>\n<blockquote>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">Reducing call handling time can help increase customer satisfaction and optimize operational efficiency, however <span style=\"color: #ff0000;\">should not be disregarded at all costs<\/span> 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.<\/span><\/p>\n<\/blockquote>\n<p><strong>See also:<\/strong> <span style=\"color: #ff0000;\"><a style=\"color: #ff0000;\" href=\"http:\/\/10 B\u00cd THU\u1eacT \u0110\u1ec2 C\u1ea2I THI\u1ec6N CALL CENTER HI\u1ec6U QU\u1ea2\">10 TIPS TO IMPROVE CALL CENTER EFFICIENCY<\/a><\/span><\/p>\n<p style=\"text-align: center;\"><span style=\"font-size: 15pt;\"><strong><span style=\"color: #000000;\">Bellsystem24-Vietnam<\/span><\/strong><\/span><\/p>\n<p style=\"text-align: center;\"><span style=\"font-size: 15pt;\"><strong>The leading provider of Contact Center &amp; BPO solutions in Vietnam.<\/strong><\/span><\/p>","protected":false},"excerpt":{"rendered":"<p>AHT l\u00e0 g\u00ec? Average handling time (AHT): th\u1eddi gian x\u1eed l\u00fd cu\u00f4\u0323c go\u0323i trung b\u00ecnh, l\u00e0 m\u1ed9t ch\u1ec9 s\u1ed1 \u0111o [&hellip;]<\/p>","protected":false},"author":1,"featured_media":19435,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"site-sidebar-layout":"default","site-content-layout":"default","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"set","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[17],"tags":[92],"class_list":["post-6509","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-van-hanh","tag-van-hanh"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.0 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>AHT - CA\u0301CH GIA\u0309M TH\u01a0\u0300I GIAN X\u01af\u0309 LY\u0301 CU\u00d4\u0323C GO\u0323I AGENT (AVERAGE HANDLING TIME)<\/title>\n<meta name=\"description\" content=\"Gi\u1ea3m th\u1eddi gian x\u1eed l\u00fd cu\u1ed9c g\u1ecdi gi\u00fap n\u00e2ng cao hi\u1ec7u su\u1ea5t c\u1ee7a t\u1ed5ng \u0111\u00e0i v\u00e0 ch\u1ec9 s\u1ed1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng. 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