How Do You Forecast AHT?

What is AHT in customer service?

Average handle timeAverage handle time (AHT) is a metric that’s commonly used as a key performance indicator (KPI) for call centers.

It represents the average length of contact for a customer on a call..

What is the formula for AHT?

To calculate AHT, add your total talk time + total hold time + total after-call tasks, and then divide by the number of total calls. That is your average handle time.

What is the average call handling time?

Average handling time (AHT) is one of the most commonly measured metrics in the call centre. AHT represents the average duration of an interaction with a customer, usually measured from the customer’s initiation of the call and covering all talk time and hold time until the end of the call.

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.

How do you calculate shrinkage?

Shrinkage is another way of expressing what used to be called Utilisation. Utilisation is simply the number of hours that employees are available to work on their primary task (measured hours), divided by the total paid hours. So a Shrinkage Figure of 30% equates to a Utilisation figure of 70%.

What are the different types of forecasting?

Top Four Types of Forecasting MethodsTechniqueUse1. Straight lineConstant growth rate2. Moving averageRepeated forecasts3. Simple linear regressionCompare one independent with one dependent variable4. Multiple linear regressionCompare more than one independent variable with one dependent variable

What is WFM call center?

Workforce management (WFM) is a term that encompasses all of the processes that a contact centre undertakes in order to have the right number of staff available at the right time. These WFM processes include each of the following: Forecasting contact volumes. Scheduling staff around your forecast contact volumes.

How do you calculate FTE volume and AHT?

Divide the total hours worked by the number of full-time hours.Holiday hours and other paid leave (sick leave, maternity/paternity leave, etc.) … Divide the total hours by 2,080. … Divide the total hours by 173.33 to find the FTE per month. … Divide the total hours by 8 to obtain FTE per day.

What is WFM scheduling?

Workforce Management (WFM) is the process of balancing work to be completed with the resources available to complete that work. … Once the work volume and staffing requirement has been forecast, the optimal scheduling of resources can be prepared.

What affects AHT?

Repeated Customer Interaction: If all the required information is not presented to the customer in one instance, the customer might defect and even if not, it certainly increases the AHT as the customer is probably kept on hold multiple times.

Why is AHT important?

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.

What is ACW?

The meaning of ACW is After-call work. After-call work refers to the tasks that a contact centre advisor completes after each customer interaction. The tasks that are often involved in ACW, otherwise known as “post-call processing”, include things like: Logging the contact reason.

What is WFM forecasting?

Teaches how to collect and validate data. Covers proven practices for predicting workload. Explains advanced techniques to fine-tune predictions. Excellent for both onboarding and ongoing training.

What is average talk time?

Glossary: average talk time This metric represents the average amount of time an agent spends interacting with a customer per talk segment for a defined period of time. … Only interactions that end within a given time period are used to calculate the average talk time for that period.

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.