Quick Answer: What Is AHT In WFM?

How do I lower 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 occupancy in BPO?

Call center occupancy is one of the key metrics that is often confused with an agent’s productivity. Essentially, It is the percentage of time that an agent actually spend handling incoming calls against the available or idle time, which is determined by dividing workload hours by staff hours.

How do you forecast AHT?

The AHT forecast is basically created the same way as the call volume forecast. You determine the annual AHT growth rate and calculate the AHT for the upcoming year. Then you calculate the monthly averages for the AHT and compare them to the annual average AHT to determine the deviation in percent.

How is SLA calculated?

In most organizations Service Level will be defined as: X percent of calls answered in Y seconds. (For example: 80 percent of the calls should be answered within 20 seconds.) The calculation simply is (number of calls answered in Y seconds / total calls offered) * 100.

How is agent occupancy calculated?

Agent occupancy refers to the percentage of time that call agents spend handling incoming calls against the available or idle time, which is determined by dividing workload hours by staff hours. It is a statistic used in calculating the productivity of a call center.

How do you avoid holding customers?

5 Ways to Avoid Putting Customers on Hold1—Call Analytics. Inefficient systems give IVR a bad name. … 2—Intelligent Routing. Even if you are only using IVR as a receptionist, you can still use the technology to reduce or eliminate call queues. … 3—Scalability. Call spikes can lead to customers landing in the hold queue. … 4—Callback. … 5—Surveys.

What is AHT in customer service?

Average 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.

What affects AHT?

Service Level, operating budgets and employee requirements all depend on it. For instance, the lower a company’s AHT is, the fewer employees it will require. This is not to mention how little you would have to spend on operational expenses. … A well regulated AHT has an enormous impact on customer service.

What is average talk time?

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 BPO shrinkage?

Shrinkage can be defined as the time for which people are paid during which they are not available to handle calls. There are many reasons that can cause shrinkage – and it has to be taken into account when scheduling the required number of agents to meet call volumes.

What is the formula of shrinkage in BPO?

Shrinkage is another way of expressing what used to be called Utilisation. Utilisation is simply the number of hours that employees are available to work on their primary task (measured hours), divided by the total paid hours. So a Shrinkage Figure of 30% equates to a Utilisation figure of 70%.

What is ACD call center?

An automated call distribution system, commonly known as automatic call distributor (ACD), is a telephony device that answers and distributes incoming calls to a specific group of terminals or agents within an organization.

What is a good average handle time?

However, Call Centre Magazine used its Erlang calculator to calculate a global standard for AHT that applies to every industry. After reviewing over 190K entries, Call Centre Magazine found that the average handle time for almost all companies is about six minutes and three seconds.

What shrinkage means?

loss of inventoryShrinkage is the loss of inventory that can be attributed to factors such as employee theft, shoplifting, administrative error, vendor fraud, damage, and cashier error. Shrinkage is the difference between recorded inventory on a company’s balance sheet and its actual inventory.

What is AHT formula?

Average handle time, or AHT, is an important call center metric. … To calculate AHT, add your total talk time + total hold time + total after-call tasks, and then divide by the number of total calls. That is your average handle time.

What is AHT stand for?

Average handle timeAverage handle time (AHT) is a call center metric for the average duration of one transaction, typically measured from the customer’s initiation of the call and including any hold time, talk time and related tasks that follow the transaction. AHT is a prime factor when deciding call center staffing levels.

What is KPI in a call Centre?

Call Center KPI Descriptions. … It is a measure of the call center performance rather than of the agent performance. It does, however, depend on call center agents being available to answer calls when they are scheduled to do so.

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.