- What is BPO shrinkage?
- Why FCR is important?
- How do you calculate email AHT?
- Why is AHT high?
- What is occupancy formula?
- How are SLA’s calculated?
- How do you avoid holding customers?
- What is a good average handle time?
- What is AHT in a call center?
- Why is AHT important in a call center?
- How can we reduce AHT in call center?
- How can I improve my AHT?
What is BPO shrinkage?
Shrinkage can be defined as the time for which people are paid during which they are not available to handle calls.
There are many reasons that can cause shrinkage – and it has to be taken into account when scheduling the required number of agents to meet call volumes..
Why FCR is important?
FCR not only helps gauge customer satisfaction – the higher your first-call resolution rate, the more satisfied your customers tend to be – and, as a result, drive customer loyalty, but also measures your agents’ efficiency and, ultimately, acts as an important factor in contact center profitability.
How do you calculate email AHT?
Email & Chat AHT Therefore, you calculate AHT by adding up the total amount of time it took to resolve a case from the time the email was first opened. The email AHT formula also applies for chats.
Why is AHT high?
Dead Air: Situations might arise when customer and the associate are not conversing due to some reason. 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 occupancy formula?
Calculate your Occupancy Rate It is one of the most high-level indicators of success and is calculated by dividing the total number of rooms occupied, by the total number of rooms available, times 100, creating a percentage such as 75% occupancy.
How are SLA’s calculated?
SLAs are calculated and assessed by a business rule and scheduled jobs that run in the background. The mechanisms that control SLA Workflow and SLA Automation are independent of each other.
How do you avoid holding customers?
5 Ways to Avoid Putting Customers on Hold1—Call Analytics. Inefficient systems give IVR a bad name. … 2—Intelligent Routing. Even if you are only using IVR as a receptionist, you can still use the technology to reduce or eliminate call queues. … 3—Scalability. Call spikes can lead to customers landing in the hold queue. … 4—Callback. … 5—Surveys.
What is a good average handle time?
28 minutesThe 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.
What is AHT in a call center?
In the simplest terms, AHT is the average time it takes to handle a call or transaction from start to finish – from call initiation, to hold time, to talk time, and all the way through to any related tasks an agent must perform post-phone call to resolve that call.
Why is AHT important in a call center?
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.
How can we reduce AHT in call center?
Encourage In-Call Data Handling By integrating the after-call work (ACW) element into the AHT, this can eliminate normal ACW tasks. On average, this reduces average call times by as much as 15 – 20 seconds, which is particularly important for increasing customer satisfaction.
How can I improve my AHT?
Here are five steps to improving AHT, while still providing quality service.Optimize agent training in the CRM.Streamline the workflow and processes.Recommend next steps with in-context guidance.Monitor agent performance.Provide just-in-time access to information.