Mine is an inbound call center, a domestic process, Our current AHT is at 142secs and as per SLA 128 Secs...Already this process is 6months old...

AHT can be reduced by
1. ensuring callers have information required that they will require during the call before they make the call - by In Queue messaging.
2. using CRM integration so that the caller details are screen popped to the agent with screens available for the agent to fill out whilst on the call.
3. Routing to same agent that spoke last time so that the agent is more aware of the callers need - develop relationship between agent and caller.
4. A degree of automation - pass caller to IVR to take payments or give address changes etc. so that this is a self service.
5. In Queue messenging to keep the caller more calm so that the agent is not having to deal with complaints at the same time as the reason for the call as well.
6. Multiskilling agents so that they are more able to deal with a varying type of call.
7. Using Call Recording to train agents - especially the 10% with the longest AHT
8. Give your best agents the callers who cause trouble or who have complex problems and simple calls to your agents with the longest AHT.
9. Ensure that all your agent screens are intuitive with drop down boxes etc where possible - with automatic update of CRM at the end of the call.
10. Use Real Time stats so that you can keep a closer eye on AHT, wrapup etc.

Hope this isnt teaching Grandmother to suck eggs

Jeremy

Those are all good pointers. You'll get the biggest bang for your buck by pressuring management to reduce ACW/Wrap up time.

Just want to add that an AHT of 142 seems mighty low. =)

Just want to add that an AHT of 142 seems mighty low. =)







Humm...


In relation to?????



He he he...

DaveA

In relation to the line of business I'm in, where we stroke the callers and hold their hands through seemingly simple tasks. Our AHT goal sits in the low-to-mid 300's.

Even at past jobs, the lowest AHT goal I've witnessed was 180.

we are into Telecommunications and Media (customer acquisition, provisioning and fulfillment support, customer service, billing support, dispute resolution, churn management and collections. handling Vodafone domestic customers calls...
In india for any operaters AHT USL is starts from 120secs ( Eg: Bharti : 120secs , relience 120secs , Idea : 120secs ...

Dear all,

Greeting to all.

I understand that 120sec of AHT is for prepaid customer service department. if i'm corret then i suggest you to please check out for quality parameter and agent productive time n typing skills as well.

No matter how good your team is end of the day if agents are burned out with taking more than 220 calls then their is no way AHT can be reduced.

Reduce few quality parameters(if you can attach the quality sheet i can chk n tell u indetail.

Also check out the typing speed of each n every agent. As few agents who are not aware how to type will also take more time to enter data in applications.

regards,
khader shaik

Ok,

I'm only going to say this once.

AHT VARIES FROM CALL TYPE TO CALL TYPE!

Sorry but it seems from the comments here that that is
not common knowledge!

Also setting AHT as a target goal is NOT the way to ensure quality.

It's fine as a metric for things like directory enquiry calls
but for anything else where interaction and questioning ability
are involved it will not add to the customer experience.

DaveA

"Also setting AHT as a target goal is NOT the way to ensure quality."

Only if you a presuming a reduction in AHT Dave.

I prefer, rather than an individual AHT, to track how much time was spent talking with customers. An individual AHT target May drive the wrong behaviours, however if you target x seconds per hour talk time it takes away the risk of Agents cutting callers short.

Whilst you can have an average Handling Time, there is no such thing as an average call.