AHT Calcualtion

[Rachana]

Hi,
In our call center we do AHT calculation on the basis of past thre week's actual AHT's average and dividing the same in to three different intervals during the day on basis of peak and non-peak hours of calls. Is it the right way to calculate forecast AHT or are there any other ways to calculate AHT?

[n_meghanath]

AHT forecasting is a very tricky work. First of all you need to make sure that all the execs follow the ACW mode religously and do not wrap the call in available mode when it is off peak hrs. secondly you need to know if your execs are handling mutli skillset calls (calls of different nature) which has a big difference in AHT for 2 different calls. That could give you a totally different picture. And as far as historical pattern are concern it depends, for instance you cannot rely on the past 3 weeks data if you have some new interesting launch which could open up queries for customer.

[Rachana]

Dear Meghnath,
We are in to finance and servicing industry so type of calls are different and AHT for all calls are different so it will be very difficult for calculating Talktime, Holdtime and after call work. Also on and off we do system slow down problems, as well as on regular basis we do have some or the other events nad promos and attractive offers coming up so it's again very difficult to mesure AHT in thatcase how should we go about.
We have try doing call tagging and find out the AHT but it's keep on changing week on week.

Thanks for suggestion.

Regards,
Rachana Desai

[n_meghanath]

First of all I would like to ask you what is the resultant issues which has arise out of AHT forcast inaccuracy? I understand all matrix are related but what is the major problem faced? What is the variance in clients forecast and the internal forecast? do you also face call volume forecast inaccuracy? Do you have a system to track the type of calls? First you need to understand the core problem and then track down the cause. Please mail me for further discussion, we may be able to help each other and learn from each other.