Call Center Scheduling Featured Article
Reducing Wrap-Up Work = Lower AHT
Average handle time of calls is one of the most important key performance indicators in call centers today. This is a measure of hold plus talk time and related wrap up work divided by the number of calls received.
A blog recently published by Ameyo Engage offers tips on how to lower AHT by reducing the wrap up piece of the equation. By focusing on expediting this part of call handling, businesses can improve AHT metrics without negatively impacting the customer experience, the blog suggests.
Wrap up work includes the tasks in which call center agents engage after they’ve gotten the needed information from the caller. That involves updating the database with call details that might be useful in future interactions with that individual.
But not all information the agent has is necessarily relevant or helpful. That said, the blog suggests that call centers train agents on what kind of information is appropriate for call logs, call text, notes, and tickets. And during this process, the blog suggests, it’s useful let agent know the thinking behind that.
That should include creating guidelines that agents can follow during post-call processes, and sharing and emphasizing those guidelines with call center workers. Be sure to encourage agents to keep these communications succinct and to the point. Remind them to check that all relevant fields are populated. And when they’re doing that check, tell them to do a quick check for accuracy as well.
To make all that quick and easy, the blog suggests call centers establish shorthand ways that agents and managers can document common aspects of their customer interactions. Call centers may be able to find additional efficiency gains related to after-call work if they ask agents for feedback on how they think these processes might be improved, the blog notes.
It goes on to say that call center managers should track and analyze the performance of agents related to post-call work. That way they can identify and address common problems, and they can recognize and publicize practices that are especially effective.
Edited by Maurice Nagle