Quick Answer: Why Is AHT Important?

What is average ACD time?

The average amounts of time per Answered ACD call that an agent (or agents) was engaged with an ACD call.

This is the total time (in seconds) that each agent spent handling ACD calls divided by the total number of calls answered (by either the agent or the ACD queue)..

What is the difference between IVR and ACD?

IVR (Interactive Voice Response) is a technology that allows users (usually callers) to obtain information from a phone system without the assistance of an operator. ACD (Automatic Call Distribution) technology automatically routes calls to phone agents based upon organizational rules.

What affects AHT?

Repeated Customer Interaction: If all the required information is not presented to the customer in one instance, the customer might defect and even if not, it certainly increases the AHT as the customer is probably kept on hold multiple times.

What is ACD call center?

An automated call distribution system, commonly known as automatic call distributor (ACD), is a telephony device that answers and distributes incoming calls to a specific group of terminals or agents within an organization.

How is AHT calculated?

Average handle time, or AHT, is an important call center metric. … To calculate AHT, add your total talk time + total hold time + total after-call tasks, and then divide by the number of total calls. That is your average handle time.

What AHT means?

Average handle timeAverage handle time (AHT) is a call center metric for the average duration of one transaction, typically measured from the customer’s initiation of the call and including any hold time, talk time and related tasks that follow the transaction. AHT is a prime factor when deciding call center staffing levels.

What is BPO shrinkage?

Shrinkage can be defined as the time for which people are paid during which they are not available to handle calls. There are many reasons that can cause shrinkage – and it has to be taken into account when scheduling the required number of agents to meet call volumes.

What does an ACD do?

In criminal procedure, an adjournment in contemplation of dismissal (ACD or ACOD) allows a court to defer the disposition of a defendant’s case, with the potential that the defendant’s charge will be dismissed if the defendant does not engage in additional criminal conduct or other acts prohibited by the court as a …

What is average talk time?

Average-Talk-Time (ATT) is the average amount of time agents talk to customers. After-Call-Work (ACW) is the average amount of time an agent takes to wrap-up a call. Average Handle Time is the combination of both ATT and ACW.

How can I reduce my AHT?

49 Tips for Reducing Average Handling Time (AHT)Gather all information at the start of the call. … Look carefully at the IVR. … Nip problems in the bud by paying special attention to new staff. … Create cheat sheets to help streamline call-handling processes. … Let agents listen to examples of low AHT. … Recruit agents who speak concisely. … Identify silence on calls.More items…•

What is a good average handle time?

However, Call Centre Magazine used its Erlang calculator to calculate a global standard for AHT that applies to every industry. After reviewing over 190K entries, Call Centre Magazine found that the average handle time for almost all companies is about six minutes and three seconds.

What is AHT in customer service?

Average handle timeAverage handle time (AHT) is a metric that’s commonly used as a key performance indicator (KPI) for call centers. It represents the average length of contact for a customer on a call.

What is KPI in a call Centre?

Call Center KPI Descriptions. … It is a measure of the call center performance rather than of the agent performance. It does, however, depend on call center agents being available to answer calls when they are scheduled to do so.