AVERAGE HANDLING TIME (AHT)
The Average Handling Time add-in that we developed for your Oracle Service Cloud enables you to reveal and manage the time needed to resolve (specific) service requests in your call centre.
ENHANCE THE EFFICIENCY OF YOUR SERVICE DESK BY ADDING THE AVERAGE HANDLING TIME ADD-IN TO YOUR ORACLE SERVICE CLOUD
STRENGTHEN YOUR GRIP
Monitoring the AHT provides unique insight into the performance of your team and every single agent in it.
IMPROVE YOUR PRODUCTIVITY
Improving the AHT enables you to get more work done from the same workforce, without increased hours, increased project execution time or increased salary costs.
Reducing the AHT – even by a few seconds – can add up to significant budget savings.
IMPROVE YOUR SERVICE
Reducing the AHT enables you to increase the number of service requests your agents resolve per hour, to service more customers, and to reduce the amount of time customers are on hold.
TIME = MONEY AND SUCCESS.
For large call centres that receive hundreds of thousands of calls, reducing the time needed to address each one – even by a few seconds – can add up to significant savings by enabling call centre agents to handle more calls and therefore be more productive. Monitoring how well your service team is meeting this demand, requires a metric that you can use to monitor your success.
The Average Handling Time (AHT) is a popular metric that can help. It measures the amount of time agents spends on each call and the related activities to resolve the service requests. The metric is used by many contact centres as a KPI to monitor and reveal how long it is taking service agents to resolve each call, live chat session, or email, and provides unique insight into the performance of the service team as a whole and every single service agent in it.
Enhancing your grip on the Average Handling Time by adding the Average Handling Time Add-in to your Oracle Service Cloud, enables you to reduce the amount of time needed to resolve (specific) service requests, and to reduce operational costs, while increasing the customer satisfaction and not breaking the bank.
“THE AVERAGE HANDLING TIME (AHT) ADD-IN HELPS TO ENSURE YOUR CALL CENTRE PERFORMS OPTIMALLY IN TODAY’S COMPETITIVE MARKET.“
IMPROVE YOUR CALL CENTRE REPORTING AND ANALYTICS
Gathering and analyzing AHT is important to operate your call center at peak performance, and to improve your call center operation.
IDENTIFY AND MANAGE COST INTENSIVE SERVICE REQUESTS
Use the AHT to identify time (and therefore cost) intensive service requests that are repetitive by nature, and to find a better approach solving these requests, saving both time and budget.
MONITOR AND MANAGE THE PRODUCTIVITY OF YOUR AGENTS
Use the AHT to monitor the performance of your customer service team as well as each single agent, and to optimize their productivity by identifying and promoting the best practices.
ENHANCE THE SUCCESS OF OUTSOURCING INITIATIVES
Use the AHT to reimburse external agents for the actual time they spent on resolving service requests, instead of reimbursing them for the hours they spent at the call center.
IMPROVE YOUR STAFFING CALCULATION
Use the AHT to calculate your future staffing needs to reach an agreed service level, and to reassign agents according to demand.