CALL CENTER 101: Average Handle Time (AHT Tips and Best Practices)

UNDERSTANDING CALL CENTER METRICS EPISODE 3
In this video, I talked about AHT or Average Handle Time as a metric. I also shared some tips and best practices I've learned to improve and eventually reduce your handle time.
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[@Valckryst]

I am someone who is relatively new to the industry, AHT is definitely one of my greatest challenges, I was even told that new hires are doing better then I am, kinda stings but it is true they are performing better than I am. I really appreciate this video and the comments as well, it's thanks to the comments that I learned that aht varies per profession, it makes me think about the next steps I should take as to whether should I stay within my current workplace or move forward.

[@ReaNinja]

It does take a lot of getting used to. But definitely doable. All the best to you. 💗

[@lizz333]

Our bosses wants us to never use hold and after call, but we are new! We are still studying the procedures, policies and learning how to use all the systems. Plus, they want us to understand not only the customer's concerns but also everything they say Including their state of mind, even if they speak too fast or with a weird accent. Well, I don't feel bad about not being able to do that. It's just...not possible.

[@jovenzreflux3239]

Aht can only be achieved if you're familiar with the tools, correct tagging, steps / processes and if you've already saved the correct documentation in advanc3. It is honestly very challenging and frustrating , specially if your supporting agents or your TL aren't approachable or the resolution they're providing are incomplete. My worst experience is with concentrix. The trainer is just reading her resources like a high school reporter, and we don't have any way to save notes to retain what we've learned on our first week of product training. We can't access the knowledge base outside to continue studying it and she reads way too fast. She's unbelievable.

[@jovenzreflux3239]

She's unbelievably hateful

[@yoyow3468]

I'm new in this industry and your vid helps me a lot!

[@davidcenteno6225]

I'm struggling but i trust in God i can make it. When my coach makes me listen my call, i feel ashamed just to listen my voice.

[@johnjairopenamoreno5701]

Many thanks for the time you have spend making all of this super videos which have been totally helpfull for people like me. God bless you and please continue

[@ReaNinja]

You're welcome. Thanks for watching John! 🙂🙏

[@ReaNinja]

⭐️ I filmed this with a terrible background raining noise so had to mask the entire video with music, sheesh! :( But hope you still learn something from it. As mentioned in the previous video, I was feeling sick so I might sound weak in this video. 😂😃 As usual, leave your questions below! 💗 Follow the FB page: fb.com/callcenterninja.

[@strictlysmart7132]

Cmon the noise of raining is never terrible it's soothing.....

[@ReaNinja]

@@strictlysmart7132 it is soothing i agree, not when you're filming a video though 😂

[@MmMm-bo7vq]

Thank you so much for this you helped me a lot. I appreciated it

[@ReaNinja]

You're welcome 🙂

[@alohaelle17]

Thank you for these best practices Ms. Rea! 😊

[@ReaNinja]

Welcome ❤

[@jovenzreflux3239]

In Concentrix, we were sent to sent to production floor right away without even letting us familiarize with the tools we are going to use. Furthermore, knowledge base aren't really that effective if you're going to use it in the middle of a call. You'll have to search it in kb and a lot of result is given that it is very confusing and it's unwise to click on those links one by one and we are only allowed to put customer on hold for 2 minutes.

[@ReaNinja]

If your knowledge base is not well-organized and structured, then it's really not gonna be effective at all. Unfortunately, that is something that a lot of companies need to invest in.

[@rosyvilla6141]

I work in Concentrix as well, and this is true

[@DalgiMosquera]

Same happens to me in Sutherland, I want to help My users, but, how can I? They just gave us 2 weeks of training. It's insane

[@brianernestotorrescabrera8049]

Thanks I will improve. 🌿

[@judithalolod9011]

Same here I'm now on my 2nd day in prod my aht is high this is one of my problem, same as my QA still struggling on these part. I hope one day I will surpass all of this. Since I came from different account in my previous call center job.

[@rezekielynvillareno6159]

Youre a GEM

[@christianrodriguez3727]

Hi ninja thanks for helping me get my job. Been in bpo for already 1 year .

[@ReaNinja]

Congrats ❤️❤️

[@leprince2369]

Thank you

[@Patriotic2508]

I have upcoming interview and I have to make project on AHT. I would appreciate ur guidance on the key areas which I can describe in my project.

[@Anonymous-fm5sl]

I have been working as an agent for 2 months now. My frustration has always been not hitting the target or the daily # of tickets .

[@neamamohamedmansour]

Thanks a lot for the video , just I need to ask you in case we need to revisit the AHT Target (whether the target easy to achieve or hard to achieve) what is the best study??

[@ReaNinja]

I'm not sure what your question really is, sorry. What do you mean "what is the best study?" 🙂

[@mollz28]

I they keep adding more and more things to our QA rubric at my call center and the AHT hasn't gone above 4 minutes and 30 seconds. It's insane! I just can't seem to get my AHT down! It's so frustrating!

[@ReaNinja]

Ahhh I've experienced that too. AHT was not my best metric because I loved to take time to explain so it made calls a bit longer for me. Sometimes other centers do not evaluate the metrics they have in place though. So what I'd usually do was bank on short calls as much as I could.

[@wenlaw9911]

Our aht is 6 minutes 30 seconds for phone calls and emails but there is much information they want you to incl6and so many different places to find it! It's crazy and yet they don't want you rushing through the call. But a lot of agents have great aht' s so I guess it's possible but I'm new at call center work

[@himhills2292]

You must show it on exle that how to caluclate

[@ricbeeorbiso1428]

Hi callcenter ninja just want to request for some video for us sales account. How can we make a call to be a sale? There are too much rejections that we are overcoming. So please I need to do better on my nesting.

[@ReaNinja]

Hi Ricbee, that would be a nice video idea. However, I only have very limited experience in sales so I can't give first-hand tips. 🙂 However, I'm already working on interviewing some experts hopefully soon. 🙏

[@jiesellvillarin684]

Hi Miss Rea, I just wanna ask if sa training ba, one on one po ba yun with ur trainer or parang student-teacher set-up sa school na isa lang yung trainer para sa lahat?

[@ReaNinja]

Classroom set-up with one trainer. Trainees will be trained by batch. 🙂

[@angelicadeleon903]

hello.... new subscribers ... I have a question ,how many steps to pass the interview? before you know if you are hired or not? thank you.

[@ReaNinja]

Hi Angelica, actually it depends on the company. Most likely 4-5.

[@angelicadeleon903]

+Call Center Ninja thank you :)

[@ReaNinja]

Welcome 😃

[@zepplin09]

Im struggling with aht .. the company I work for requires a 3 min AHT.. also you get -100 points off every time you transfer to supervisor line....

[@iamshadowbanned699]

What company is that? That's terrible.

[@michellebuenafe3516]

Advice po if for deescalate .. thank u so much

[@ReaNinja]

What exactly do you wanna know? 😊

[@jupitermercury2174]

👌

[@christianbarnes4181]

8:48 music is getting out of hand

[@ReaNinja]

Read pinned comment. 😊

[@redditartc6386]

Dito na lang ako magtatanong, active ba or pa ba yung group.page for newbies?

[@ReaNinja]

Yes. Still active. 🙂

[@redditartc6386]

@@ReaNinja Thank you! Outbound tips and tricks please. How to apply for an outbound acount.

[@ReaNinja]

@@redditartc6386 I have very limited experience with outbound but I'll interview some people to share tips. 🙂

[@renielonos508]

Sali po ako sa group hehehe newbie lang din ako and im struggling sa AHT ko 😅

[@ashleymcdales3346]

Can i ask what is the group name? Im also a newbie :)

[@markuchiha7737]

Ito pdin prob ko tl

[@amandaallen9460]

AHT needs to go AWAY. She has to not work in the US. My AHT should be 301 or better. 301 seconds per call.

[@apnudels2579]

ang OA nung 3-5 mins AHT.

[@ReaNinja]

Bakit oa? Lol