January 18, 2022 - NobelBiz

What is the Average Handling Time (AHT) for Contact Centers? Average handling time varies according to a business’s customer experience philosophy, the products/services it delivers, and the organizational structure of its support group. AHT is a measure that, in general, reflects an attempt to improve customer exchange. However, a lower AHT does not always indicate that a call center works optimally. Agents mustn’t rush consumers to the phone to lower their AHT, even though this is their obligation. The average handling time should typically not be excessive: it should be ideal for the assistance consumers require and the capabilities of the call center. On the other hand, monitoring and analysis enable the identification of the causes of AHT movement. However, it is vital to understand the reasons appropriately to deliver the best feasible reaction. The AHT is composed of three components, each of which has the potential to affect the productivity index: - Increase or reduction in the duration of a discussion - Increase or reduction in the length of time spent waiting - Increase or reduction in the time required for post-call processing While variations in a single element are possible, they can also come from two or all three factors. Most crucially, a fixed average handling time does not imply that no movement occurs on any of the three variables. It is therefore critical to monitor the AHT at a fine granularity to prevent missing a factor, even when everything appears to be going well.

Day: January 18, 2022

How To Manage The Average Handling Time (AHT) For Contact Centers?