Average Handling Time (AHT)

-


Average Handling Time (AHT)

Average Handle Time or AHT is a metric used in contact centres to measure the average duration taken to complete one transaction or one call.


AHT Components

Talk Time – This is the amount of time an agent spends speaking to a customer

Hold Time – This is the amount of time an agent puts a customer on hold to either get any information from a tool/other departments or to get support from a SME/Supervisor

Wrap Time – This is the amount of time taken by an agent post call to enter disposition an important notes about the conversation

Total Calls Handled

 

AHT Calculation Formula

Average Handle Time is important for different communication channels.

Voice AHT = (Total Talk Time + Total Hold Time + Total Wrap Time) / Total number of calls Handled

Email AHT= Total time conversing with customers + Wait times / total number of emails Handled
Chat AHT = Total handle Time / Total number of chats answered

 

 

 

 

  

Comments

Post a Comment

Popular posts from this blog

Seat Utilization

-
Image
     Every organization spends a huge cost on its working space, infrastructure and operating costs. To achieve maximum efficiency, the infrastructure should be used to its fullest advantage. Seat utilization is the metric that is calculated to understand whether the space and infrastructure is used productively. Criteria impacting seat utilization           Hours of operations           Number of shifts            Number of agents Total Available seats with proper infrastructure  Calculation of Seat utilization Seat utilization refers to the ratio of employees (agents) to seats. The calculation is the number of agents divided by the number of available seats. Example: - you have total 20 seats and 25 agents is 25 so 25/20=1.25. Seat utilization is at 1.25. Let us understand this important concept with more examples 1)    For a company with only one shift the r...
Read more

ASA – Average Speed to Answer

-
    What is ASA? ASA is average speed to answer a customer call. ASA measures the time taken for a caller to be connected with an agent from the moment the caller is placed in a queue.   How is ASA measured? The average speed of answer helps in evaluating the efficiency and agents accessibility of the call center. ASA (Average Speed to Answer) is the total wait time that the callers are in queue divided by the number of voices calls handled. Average Speed of Answer = Total Waiting Time for Answered Calls / Total Number of Answered Calls Abandoned calls are not considered while calculating ASA. Why is ASA an important metric? Average Speed to Answer shows how responsive the call center is to the incoming calls of the customers. Customers value their time so an understanding of what they are experiencing when they call in is the first step in improving the customer satisfaction.   ASA reflects how effective a service desk is by finding the faste...
Read more