Enable Agents to Access Relevant Information on Time 10 Call Center Management Best Practices to Decrease Average Handling Timeġ. However, it is also important for the managers to explore ways to reduce average call handling time in a call center continuously.Īccording to IT Knowledge Exchange, “ The normal AHT (average handle time) is typically 4.5 to 6 minutes on inbound projects thus, for Inbound, each agent would be expected to handle between 10 to 15 calls per hour.”Ī call center manager can reduce AHT to 6 seconds by implementing several best practices for call center management.
Managers can calculate AHT by applying a simple formula: While calculating AHT, a manager needs to take into account the talk time, hold time, and after call time. Improve agent efficiency and enhance customer satisfaction by measuring the average duration of a transaction or the average amount of time an agent needs to complete a transaction.Helps managers to determine the staffing level.The self-service options provided by the cloud-hosted interactive voice response (IVR) systems help call centers to reduce inbound call volumes regularly.īut the managers still need to track and measure the call center’s performance using a variety of key performance indicators (KPIs) and metrics.Īs a commonly used call center metric, average call handling time (AHT).
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