A crucial indicator for any call center is average handle time (AHT). Talk time, hold time, and any further work done following a call are all included in the average handling time (AHT) measurement. Call center managers may pinpoint areas for improvement and put measures into place to boost productivity and cut down on customer wait times by tracking AHT.
Divide the entire time on a call (including wait time and after-call tasks) by the number of calls handled to arrive at AHT. The total time spent on the call, for instance, would be 8 minutes if the agent spoke to the customer for 5 minutes, placed them on hold for 1 minute, and then worked on after-call tasks for another 2 minutes. The AHT would be 0.8 hours per call if the agent handled 10 calls in a particular time frame (8 minutes divided by 60 minutes).
Because it affects both customer happiness and overall efficiency, AHT is a crucial indicator for call center managers. Customers may become impatient with lengthy wait times or experience a rush when speaking with agents if AHT is too high. Reps might not have enough time, on the other hand, if AHT is too low, to completely attend to customers’ demands or finish important follow-up duties.
Call center managers may make sure that agents are offering high-quality service while also maximizing productivity by tracking AHT and setting goals for improvement. AHT can also be utilized to spot patterns or problems that might call for extra training or resources, including frequent departmental transfers or protracted hold times during rush hours.
Supervisors of contact centers are responsible for a wide range of fundamental duties and abilities in addition to tracking AHT. Planning, organizing, and directing are a supervisor’s three primary duties. To make sure that objectives are accomplished on time and within budget, managers must plan and prioritize projects, coordinate schedules and resources, and manage teams.
A supervisor’s four primary duties are to supervise, assess, educate, and inspire workers. In addition to keeping an eye on performance indicators like AHT, supervisors also need to train new hires, offer chances for continued professional development, and inspire staff to do their best work.
Seven crucial supervision abilities are lastly crucial for success in a call center setting. Effective communication, decision-making, dispute resolution, time management, delegating, and leadership are some of these abilities. These abilities will enable a good manager to lead teams successfully and contribute to the success of the call center as a whole.
Finally, it’s important to discuss whether a manager has the authority to fire a worker. Supervisors do have the right to fire employees in instances of egregious misconduct or persistently subpar performance, though this ultimately depends on the specific company policies and labor regulations in your region. Supervisors must always adhere to established procedures and record any problems or concerns before instituting disciplinary measures.
In conclusion, call center managers who want to increase productivity and customer happiness must do the crucial task of calculating AHT. Supervisors can spot opportunities for improvement and put measures in place to promote success by tracking AHT and other performance metrics. In order to successfully manage teams and promote the performance of the call center as a whole, supervisors must also possess a variety of core duties and supervisory abilities.