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Average Handling Time Has lots of components. These components contribute to the total handling time for calls in the whole shift divided by the total number of calls.
Components of AHT:
1 Talk Time - total number of mins you spend talking to customers
2 Hold Time - total number of mins you put your customers on hold
3 After Call Work - total number of mins you spend wrapping
up notations on the previous call
That being said, you must look into the indiviual components separately and find ways to reduce them.
To reduce Talk Time - focus on product knowledge and customer service or sales skills. The more you know about your products and how to position them the shorter span of time you get to finish the call
To reduce Hold Time - focus on multi-tasking. Know how to pull-up all your resources in order to address customer's concern in the shortest span of time. You dont want to keep them waiting. So when you put them on hold for a span of two minutes, you find the solution to their concerns the moment you get back to them... ( for other tricks on reducing hold time, email me :) )
To After Call Work - Again this has to do with being able to multi-task. From the start of the call, make sure you have done the notations on your stickies and have pasted them on other trackers before you finish the call.
Now when you put them all together its:
Example: Talk Time + Hold Time + After Call Work = AHT
Total AHT for a sample call is 20 minutes (just a sample)
Talk Time (15 mins) + Hold Time (3 mins) + After Call Work (2mins)
= AHT (20 mins)
If you focus this week on reducing your hold time by 1 minute and reduce you after call work by another minute then you have slashed 2 minutes off you AHT
Talk Time (15 mins) + Hold Time (3 mins) / 1 Min+ After Call Work (2mins) / 1 Min = AHT (20 mins)/ 2 Min : Reduced AHT 18 Min
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What is aht in bpo?
Average handle time
What is the importance of measuring the average handle time?
The average handle time is a very important statistic that relates directly to staffing needs, employee performance, and average call cost. If the average handle time is five minutes then you can predict how many employees you need to handle the expected call volume, you can define the average labor cost per call and measure which employees are below average in their performance to identify them for further monitoring or training.
What is the average amount of time to handle calls at a call center?
Average Handle Time on a call depends on the no. of hours spend on total calls. Formula : Total no. of hours on calls (includes ACD + ACW + Hold Time) _________________________________________ Total No. calls taken in a day
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