Average Handle Time

[JDbrock]

Hi,

anyone have some best practices for AHT and transfers? (keeping them both down)

[Tarun Trivedi]

Hi there,

You may want to have some online tools to the FAQ's for a easy reference for the CCS on calls

The second option is to have a few SME's on the floor to facilitate the resolution at a faster rate.

One of the best practice is to make skripted replies and ask the CCS to concentrate on close ended questions while interacting with the callers.

You may also want to review the ASA for the internal transfers so as to avoid long hold time/ wait time.

[RoLleRKoaSTeR]

Good training in all aspects of products/services. Call control is also a good key factor. As for transfers - voice recognition is NOT wise.

Experienced too many complaints about voice driven menus.

[mhaqqi]

Hello there,

a. About the average handle time:

1. Monitor the agent's calls
2. Write notes of what are the best script for your project
3. Make a sample call with the same script that you took
4. Train your employees on How to control the call
5. Count the time in mins or secs of the script.
6. Let your agents use it
7. Monitor
8. Take average secs of handle time of your agents.


Then, put a standard avg. handle time (acceptable & non secs)

but Personally, I'd rather have a rep with a higher talk time who delivers quality service one who's leaving customers wowed than a rep who moves customers in and out quickly.

b. About transfer calls

1. Let your agents determine why do they transfer calls.
2. See the numbers of each type of all transfers.
3. See all the transfer's type which makes you a big error to reduce/improve it.
4. Train your employees on which types are a big problem to you.
5. Monitor and evaluate

I hope this information is helpful to you.

Best Regards,

Mohamed Haqqi
mhaqqi@cookdoor.com.eg