How Do You Calculate AHT?

What is ACW in a call center?

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 average talk time?

Definition: Average Talk Time (ATT) is, quite simply, the amount of time an agent spends talking to customers. … Handling time is a measurement of the total amount of time spent on a complete interaction.

How do call centers reduce hold time?

How to Reduce Hold Time in a Call Center and Other TipsUtilize Call Data. … Monitor Agent Call Performance. … Record Calls. … Keep an Updated Knowledge Base. … Utilize Conference Calls. … Optimize Call Routing. … Update The On-Hold Message. … Keep Customer Information Up-To-Date.More items…

What are examples of KPIs?

Examples of Financial KPIsGrowth in Revenue.Net Profit Margin.Gross Profit Margin.Operational Cash Flow.Current Accounts Receivables.Inventory Turnover.EBITDA.

What is KPI for call center?

Call center KPIs must be a measurable value that managers and directors can look at periodically, to see how well the contact center is meeting various operational objectives and whether their agents are meeting the customer’s needs and expectations for a high-quality customer experience.

What is the formula of shrinkage in BPO?

How to calculate Shrinkage rate in Call center (BPO) Formula for Planned Leave = (Planned Leave/ Total Number of Agent)*100 Formula for Unplanned Leave = (Unplanned Leave/ Total Number of Agent)*100 Then add both the shrinkage percentage.

What is the formula for calculating AHT?

To calculate average handle time, add total talk time with total hold time, then add ACW. Lastly, divide that by the total number of calls to get the AHT. AHT can be assessed per agent, per department, or across the organization.

How can I reduce my AHT?

21 Top Tips for Reducing Average Handling Time (AHT)Automate simpler queries to reduce the general workload. … “Acknowledge, Answer, Ask” can make each call more efficient. … Cut down on after-call work (ACW) instead of customer talk time. … Aim to resolve every customer query on the first contact. … Wrap-up codes can drive up unproductive time.More items…•

What is SLA in BPO?

A well-written service level agreement (SLA) stands as a critical component of the relationship between a client and a BPO (Business Process Outsourcing) provider.

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.

Why is AHT important?

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.

How do you avoid holding customers?

Things to Avoid When Putting a Client on HoldDon’t interrupt a caller in mid-sentence to put her on hold. … Never put someone on hold without announcing you’ll be doing so. … Don’t put a person on hold multiple times in one call.Don’t leave the caller holding for more than two minutes without checking in.More items…

How do you calculate email AHT?

For email, there are no hold times, there’s only follow-up. So, we would measure AHT by adding up the total amount of time it took to resolve each case starting from the time it was first opened. For example, let’s say my business received 500 email tickets and took 10K minutes to resolve them all.

What causes high AHT?

Long Call Scripts: Using long opening statements, creating an empathy bond, paraphrasing statements and long closing statements, all come in this group. Each of these activities is over processing and contributes to a higher AHT.

What is ACW?

ACW refers to the tasks that an advisor completes in the wrap time after a call. … It is good practice to reduce ACW time by completing tasks while on the phone, as long as advisors communicate what they are doing with the customer.