MPK Customer Experience Analyst

Customer Service Average Handling Time (AHT) - An important call centre metric

Average Handling Time in Call Centres and customer service centres is one of they key measures that all managers need to understand allot better. Its not just about how long the call takes. There are other considerations that need to be better understood.

There is no magical KPI formula for a call centre or customer service centre. Don't be fooled by people who tell you it must be this xx or it has to be this # # #. Yes Call Centres abide by call centre metrics but most have set their own standards and targets these days away from the industry average as they believe finding the right fit for their industry is better.

Call Centre KPI's should really embed your vision and be part of the goal settings which will assist in meeting your call centre objectives.

Some of the call centre KPI's start from Service Levels, queue time, talk time to abandon rates. The one that I will review with you today is AHT which stands for Average Handling Time. This is one KPI that is critical to every customer service centre.

Let us examine this in more detail.

AHT – Average Handling Time:

In call centre terms, AHT is the time it took for the agent to handle the call.

I have seen a common obstacle not only with the largest of contact centres, but the smallest of ones too.

I often here calls must not take longer than 4.5minutes or longer than 2.5minutes. Okay then and how do you know this. Can you show to me what analysis you have done? There isn't any. Everyone is running blind and no one knows nothing.

AHT – Average Handling Time must have a time in motion study conducted.

Different call types will have a different AHT therefore its important to understand each one before you build a target threshold.

AHT – Average Handling Time should also be different for new starters, therefore a different time in motion study should have been done with the AHT with someone in their first week, second week and so on an so forth. Can you all see where I am going with this?.

This in turn will assist you to understand where your staff should be in the learning cycle. It will also be a good gauge and review discussion with staff.

To conclude the basic understanding of AHT – Average Handling Time, it is important to understand and map out the call types with a time in motion study against each. Once this is done then you can begin to drill down further and aid improvements on each as too often there are some better ways of doing things. Remember it's not a gauge on how satisfied your customers are as there are other metrics for this.

This very basic rule, should apply to an outsourced call centre as well.

Author is Mina Karpouzas. Call 0466 246 955 Learn more about customer care and what you can apply in your contact centre as better call centre solutions

http://www.call-centre-outsourcing.com

Customer Service Culture - How To Create Change in your Business

Customer service culture change is certainly not for the faint hearted. It requires commitment, devotion and allot of durability and strength to make it SUCCEED.

The push back and negativity you will get through people should be enough to keep you going as this will be your biggest obstacle you are confronted with. Excuses and more excuses on why things just don't work and shouldn't work will also be another barrier.

Creating a customer service culture is not easy. Trying to have everyone's DNA programmed to excel and delight customers throughout the business is a BIG DEAL and so its should. Remember customers are everyones livelihood they expect service and to keep ahead of competition we should forever review the customer service charter.

The below is merely a sample on how to get started driving a service culture:

Form a Steering Committee with all internal stakeholders. In this meeting you will need to highlight the following: -

How current standards are holding you back.

Customer feedback with a look on the regular issues customers are highlighting.

If you have surveyed your customers what they expect from you.

Discuss shortfalls that you have observed and audited

Whilst the overall company has a mission/ vision statement equally each department should carry their own mission statement. A departmental mission statement brings to life a new founded adventure. Managers of the department must refer to the mission statement in almost everything they do.

Job descriptions, KPI's new targets need to be established and set to achieve both immediate and long term goals.

Staff trained, coached and more importantly regular feedback to them is critical.

Incentive program to encourage fun and competition amongst staff.

Constant review on processes

Meetings with everyone to review targets, issues and more importantly an action plan on will change that will make a difference.

The above is a sample only and whilst there are a number of other considerations that need to be made and factored into the overall customer care strategy. It's important to remember that we must all "listen" to the customer and make sure that we embed and foster the correct methodologies required, hence the customer service culture is critical in order to succeed.

Customers expect a service. What they don't expect is poor service. We are here because of our customers, therefore, treat each customer like your entire business depended on them.

I absolutely LOVE it when I hear how well things are going after companies have implemented change.

Good Luck and happy to hear from you too.

Author : Mina Karpouzas

0466 246 955

If your like me and you are passionate about improving the customer care platform then you need some guidance.

http://www.call-centre-outsourcing.com