- What is the meaning of chat support?
- What is average talk time?
- What causes high AHT?
- What is a good AHT?
- Why is AHT important?
- What is occupancy in BPO?
- How can I improve my call flow?
- What is concurrency in chat?
- How do you forecast AHT?
- How is back office AHT calculated?
- What is BPO shrinkage?
- How can I calculate average?
- How can I reduce my AHT?
- What is ACW?
- What affects AHT?
- What is concurrent AHT?
- What is AHT formula?
What is the meaning of chat support?
Chat Support refers to real-time communication between a customer and customer support agent via instant messaging, usually through a pop-up dialogue box built into a company’s website..
What is average talk time?
Definition: Average Talk Time (ATT) is, quite simply, the amount of time an agent spends talking to customers. … Handling time is a measurement of the total amount of time spent on a complete interaction.
What causes high AHT?
Reasons For a High AHT Inexperienced customer service representatives. Lack of automation or no interactive voice response (IVR) system. Not taking time to review calls and processes. Ineffective call routing.
What is a good AHT?
The resulting 28 minutes is the average handle time — way over the industry standard! According to Call Centre Magazine, the industry standard AHT is 6 minutes and 10 seconds. A similar formula can be used to calculate similar metrics from other channels, like messaging and chat or email.
Why is AHT important?
Things get more complex when a customer has a long wait time and a long handle time. The lower the AHT, the more efficient a call center tends to be operating. It means a representative can handle more calls, more customers can be served, and customers will see resolutions more quickly.
What is occupancy in BPO?
Call center occupancy is one of the key metrics that is often confused with an agent’s productivity. Essentially, It is the percentage of time that an agent actually spend handling incoming calls against the available or idle time, which is determined by dividing workload hours by staff hours.
How can I improve my call flow?
Here are 5 easy steps for improving the experience of the customers interacting with a call center:Minimum On-Hold Times during Calls. Nobody likes being put on hold during calls. … Efficient Call Flow Management. Call centers get a lot of calls. … Happy Calling Agents. … Proper CEM integration. … Listening to the Customers.
What is concurrency in chat?
When an agent has more than one active customer at a time, that’s called “concurrency”. Concurrency is the key factor in planning for Live Chat.
How do you forecast AHT?
The AHT forecast is basically created the same way as the call volume forecast. You determine the annual AHT growth rate and calculate the AHT for the upcoming year. Then you calculate the monthly averages for the AHT and compare them to the annual average AHT to determine the deviation in percent.
How is back office AHT calculated?
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 is BPO shrinkage?
Call center shrinkage is the number of agents actively taking calls divided by the number of agents who are not available for any reason.
How can I calculate average?
The mean is the average of the numbers. It is easy to calculate: add up all the numbers, then divide by how many numbers there are. In other words it is the sum divided by the count.
How can I reduce my AHT?
21 Top Tips for Reducing Average Handling Time (AHT)Automate simpler queries to reduce the general workload. … “Acknowledge, Answer, Ask” can make each call more efficient. … Cut down on after-call work (ACW) instead of customer talk time. … Aim to resolve every customer query on the first contact. … Wrap-up codes can drive up unproductive time.More items…•
What is ACW?
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.
What affects AHT?
Repetition of Queries: Repeating the queries made by the customer increases the call duration and the AHT. … This is wastage of time and resource and it might lead to a customer defection. 7. Hold Time: This is simply placing the call on hold which, although necessary at times, increases the AHT and is certainly a NVA.
What is concurrent AHT?
(Concurrency rate) explained simply is how many multiple chats sessions an agent can handle simultaneously each interval. … It would serve no purpose in a chat environment if you can look up multiple customer accounts and then be able to only process once actual transaction at a time.
What is AHT formula?
Calculating AHT (Total talk time + total hold time + after call work time) / total number of calls. AHT can be assessed per agent, per department, or across the organization.