Talk time measures the amount of time an agent speaks with a caller. To dive deeper into AHT, call center directors should monitor and analyze three key components. Management teams must look at agents who are outliers of the contact center's AHT - either higher or lower - to ensure those agents effectively handle customer interactions. If management teams place too much emphasis on AHT, it may cause agents to rush callers off the phone before they resolve callers' issues.Ĭustomers want their problems handled and resolved efficiently, but they do not want to feel rushed. Average handle timeĪHT refers to the amount of time an agent spends interacting with a customer and measures productivity. This is why management teams must take care when they measure an agent's average handle time (AHT).Ĭall center directors must use a balanced scorecard to measure productivity and quality as they analyze an agent's performance.Ĭall center management teams can follow this list of key metrics to measure and report contact center agent performance. Does holding the agent accountable for a metric create behavior that is not in the customer's best interest? It may drive agents to rush calls and not resolve a customer's issue.Too many other factors, such as the pattern of incoming calls, can affect these metrics. That is why metrics like average speed of answer and service level are not good indicators of an agent's productivity. Can the agent control the metric? Management teams should measure agents on metrics they can control.When call center directors identify key metrics to measure agent performance, they should address the following two critical questions: Contact centers have several internal systems such as automated call distributors, workforce management software and quality monitoring software that agents can use to monitor and report progress and performance.
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