How average handle time affects customer service outsourcing operation

How average handle time affects customer service outsourcing operation

OABPO Blog Team Published on May 5, 2014

smiling-female-customer-service-agent
Average handle time (AHT) is the typical call duration spent by a representative transacting with a customer. Its measure commonly starts from the moment callers reach the line, and it includes escalations, hold time, and post-call processes aside from the actual chat with a call center agent.

customer-service-outsourcing--

Several factors determine a call center’s AHT, and the average number also says a lot about the contact center. In voice-based customer service outsourcing operations, the AHT is considered an important metric because it reflects the representatives’ efficiency. Lengthiness or brevity, however, can only be considered good or bad depending on the type of problems the call center fixes.

A 10-minute AHT, for instance, may be too long for a team that only handles simple tasks such as password retrieval and service dispatching. AHT this high can be an indication of a flaw in the work procedures or perhaps a faulty call queuing system, making the team inefficient. The same could also be said about call centers with a very low AHT even if it deals with complex transactions. It may also mean that the agents rush their work, possibly foregoing quality and even issue resolution.

Factors that contribute to the average number

The call volume and answer speed may lengthen the average, while abandonment rate and the gravity of the phoned-in concerns may shorten the call duration. The AHT’s variability also depends on these same factors.

If the call volume is lowered through self-service options that provide answers to simple issues, the AHT may still remain high. This is because these self-service options can help reduce the number of calls about simple concerns, leaving the agents to only receive complex calls that take time to solve.

Customer satisfaction

happy-female-call-center-agent

Some experts argue that the average handle time should be calculated from the callers’ perspective for it to be an effective measure of customer satisfaction.
This means that the duration should last from the moment the callers reach a live agent to the moment they hang up. Any after-call process should not be considered part of the AHT computation because it is not done with the caller at the other end of the line.

Call center staffing

AHT is also important in agent workload plotting and call center staffing. Some contact centers usually multiply the average call volume and the average handle time to determine the needed head-count, although they must also take other factors (volume fluctuations, idle time, possibility of operation halts) into account to come up with an accurate number.

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO16 hours ago
Among other benefits, 𝗰𝗼𝗻𝘁𝗲𝗻𝘁 𝗺𝗼𝗱𝗲𝗿𝗮𝘁𝗶𝗼𝗻 monitors and reviews user-generated content to:
• ensure the safety of customers;
• combat spam and potential scams;
• prevent misinformation and fake news;
• boost user experience; and
• cultivate an inclusive community.

𝗕𝘂𝘁 𝘄𝗵𝗶𝗰𝗵 𝗰𝗼𝗻𝘁𝗲𝗻𝘁 𝗺𝗼𝗱𝗲𝗿𝗮𝘁𝗶𝗼𝗻 𝗺𝗲𝘁𝗵𝗼𝗱 𝗶𝘀 𝗿𝗶𝗴𝗵𝘁 𝗳𝗼𝗿 𝘆𝗼𝘂𝗿 𝗯𝘂𝘀𝗶𝗻𝗲𝘀𝘀?
Explore the fascinating types of #ContentModeration shaping the digital landscape: https://buff.ly/3WR5rn5

----------
Work with our content experts to build a community where everyone feels heard and protected: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO2 days ago
Preventing your customers from leaving your brand may not be as easy as it sounds, but here are 5 tips your outsourced #CallCenter's customer retention team must consider: https://buff.ly/3Nem7Sb

----------
Ensure brand loyalty with Open Access BPO's high-quality #CustomerSupport. Contact us today: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerRetention
Open Access BPO
Open Access BPO2 days ago
#CallCenter Team Leaders drive progress and ensure top-notch service for your brand's customers.

Want to unlock the secrets to becoming an extraordinary leader for your team?
Here are the 5 biggest enemies of great leadership, along with a few tips on how to be a good leader: https://buff.ly/45LagCr

----------
Partner with Open Access BPO. We have great call center agents and team leaders to guarantee your brand's growth: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO5 days ago
To build a truly customer-centric organization, your #CustomerExperience team must be highly emotionally intelligent.

Here are the 5 advantages of cultivating #EmotionalIntelligence among your #CallCenter staff: https://buff.ly/43uHbcu

----------
Connect with an #outsourcing firm that can deeply connect with your customers: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CX #CustomerSupport
Open Access BPO
Open Access BPO6 days ago
Love knows no boundaries, and this month, we celebrate the beautiful #diversity that makes us who we are. 𝗣𝗿𝗶𝗱𝗲 𝗠𝗼𝗻𝘁𝗵 honors and uplifts the LGBTQIA+ community, their achievements, and their ongoing fight for equality.

Open Access BPO joins the LGBTQIA+ community in celebrating authenticity, acceptance, and love this #PrideMonth.

Let's all spread love in all of its forms! Happy Pride!

#WeSpeakYourLanguage
#PrideMonth #Pride2023
#OASpeaksWithPride
#OneWithDiversity
Open Access BPO
Open Access BPO6 days ago
#FlashbackFriday: Revisit an enlightening blog post that delves into the historic Stonewall Riots, a pivotal moment in #LGBTQIA+ history.

Let's honor those who paved the way for progress, sparking a movement that continues to inspire change today: https://buff.ly/3C9zdd8

#WeSpeakYourLanguage
#PrideMonth #InclusivityMatters
#PrideMonth #Pride2023 #PrideHistory
#OASpeaksWithPride #OneWithDiversity
Open Access BPO