Recommended
More Related Content
What's hot
What's hot (20)
Similar to Handle Time Analysis and Improvement
Similar to Handle Time Analysis and Improvement (20)
Recently uploaded
Recently uploaded (20)
Handle Time Analysis and Improvement
- 4. 4 Agenda • Overview • Snapshot of Current AHT • Key behaviors driving AHT upwards • Is Hold impacting AHT? • Summary & Recommendations
- 5. 5 Strategy & Execution: Project Background: Project Intent: Overview Average handle time for some of the LOBs in a company was observed to be trending upwards from past couple of months LOB1 LOB2 LOB3 Review the data and relevant metrics to provide insights based on findings from data analysis. Sample Date Range : Jan’15 – Mar’15 Workgroup & Sample : LOB1 – 2270 calls LOB2 – 421 calls LOB3 – 4844 Calls
- 6. 6 Snapshot of Current AHT 512 442 605 NTSD-Repair NTSD-RHP NTSD-RHSI 617 617 613 598 590 568 YorkMills Moncton Barrie Kentville RichmondHill WFH NTSD-Repair NTSD-RHP NTSD-RHSI Sites with lower AHT LOB1 : Center4 below workgroup AHT LOB3 : WFH agents, Center6 & Center2 below workgroup AHT 2270 421 4844 1143 498 1383 721 714 385 Average handle time 512 Average handle time 421 Average handle time 605 * AHT in seconds * Sample LOB1 LOB2 LOB3 LOB1 LOB2 LOB3 613 598 588 569 473 Moncton RichmondHill SykesHome WFH YorkMillsCenter1 Center2 Center3 Center4 Center1 Center2Center4 Center5 Center6 445 421 YorkMills WHFCenter4 WFH
- 7. 7 BM has More Relevance to the ACD • ‘Behavioral Metrics’ section is a significant driver of call duration • Higher AHT whenever opportunities were found on ‘Behavioral Metrics’ • Tested at 95% confidence level and 5% MOE – Total sample 7535 – All 3 workgroups
- 8. 8 Relevance between AHT and Behavior OverallQualityofGreeting (Friendly,Warm,Iamhereto helpattitude) ProjectedOwnershipof CustomersInquiry/Concern AcknowledgedCustomer's SituationorEmotionWhen Necessary ProbetoUnderstand Customer'sNeeds/Situation PriortoProvidingaSolution ConfirmedUnderstandingof Customer'sNeeds/Situation ReviewedPertinentAccount HistoryInformationand Verbalize Bridgedtosaleby RecognizinganOpportunity toAddValue DisplayedConfidencein (Peers,Products,Company andSystems) ConfirmedifCustomerhas AnyAdditionalInquiries EndedtheCallwithaGenuine AppreciationforCustomer's LoyaltyandSincereClose ProvidedAccurate&Concise NotestoSetupCustomers& PeersforSuccess KepttheCustomerEngaged throughouttheCall AHT* AHT AHT AHT AHT AHT AHT AHT AHT AHT AHT AHT LOB1 2270 calls Well Done 515 495 499 468 484 387 570 390 451 443 409 Satisfactory 511 512 536 524 511 550 683 510 517 515 520 501 Opportunity 595 518 520 548 554 567 613 530 594 611 587 LOB2 421 calls Well Done 393 485 508 526 397 393 377 553 434 Satisfactory 442 420 459 491 440 470 196 437 432 451 429 421 Opportunity 539 555 459 378 470 678 718 602 555 556 507 LOB3 4844 calls Well Done 555 591 639 588 634 666 915 630 551 566 630 478 Satisfactory 609 609 611 612 602 633 683 605 608 609 608 595 Opportunity 521 584 630 584 630 648 686 610 627 593 583 682 * AHT in Seconds AHT is relatively higher for calls with ‘opportunity’ observed in Behavioural metrics
- 9. 9 Key Behaviors Driving AHT Upwards Combined for 3 Workgroups Significant difference observed when agents do not display these key AHT driving behaviors. Better compliance on these behaviors will result in lower handle time 633 591 613 563 567 596 423 534 506 Kept the Customer engaged -- Confirmed Understanding of Customer's Needs -- Reviewed Pertinent Account History -- Opportunity Satisfactory Well Done * AHT in seconds * Sample
- 10. 10 Is Hold Impacting AHT? 90% 10% Enterprise LOB1 LOB2 LOB3 88% 12% 734 486 740 68% 32% 89% 11% 416 499 518 789 796 653 57% 43% 0% 10% 20% 30% 40% 50% 60% 0 200 400 600 800 1000 Hold > 2 Minutes Hold < 2 Minutes 844 614 55% 45% 0% 10% 20% 30% 40% 50% 60% 0 200 400 600 800 1000 Hold > 2 Minutes Hold < 2 Minutes 588 425 0 200 400 600 800 Hold > 2 Minutes Hold < 2 Minutes AHT Total Calls 7535 Total Calls 2270 Total Calls 421 Total Calls 4844 No Hold Hold Hold AHT 815 749 700 750 800 850 Hold > 2 Minutes Hold < 2 Minutes AHT LOB 2 has most number of calls with hold instances Higher ratio of calls placed on hold for more than 2 minutes >> Increases AHT 6116 * AHT in seconds
- 11. 11 Reasons for Long Hold LOB1 486 740 90% 10% Total Calls 2270 No Hold Hold • Connectivity Issues : High hold time while checking signals • Booking service call : Time taken to book service call • Escalating ticket : Time taken to update the ticket • General Inquiry Searching Information Example (Channel or package information) 844 614 55% 45% 0% 10% 20% 30% 40% 50% 60% 0 200 400 600 800 1000 Hold > 2 Minutes Hold < 2 Minutes AHT Hold Reasons for long hold > 2mins
- 12. 12 Reasons for Long Hold LOB2 588 425 0 200 400 600 800 Hold > 2 Minutes Hold < 2 Minutes AHT Hold > 2 Minutes 416 499 Total Calls 421 No Hold Hold 68% 32% • Offline: High hold time while checking network on the tool • Booking service call : Time taken to book service call • Escalating ticket : Time taken to update the ticket • Feature Related issue Voice mail : Time taken to reset the password on resetting password tool Reasons for long hold > 2mins
- 13. 13 Reasons for Long Hold LOB3 89% 11% 815 749 700 750 800 850 Hold > 2 Minutes Hold < 2 Minutes AHT Hold > 2 Minutes 518 789 Total Calls 4844 No Hold Hold * AHT in seconds • Connectivity/Modem offline : High hold time while checking modem on Home networking tool • Booking service call : Time taken to book service call • E-Mail related issue: Time taken to reset password on resetting password tool • General Inquiry Searching Information Example (Package information, location change process) Reason for long hold > 2mins
- 14. 14 Summary • Alignment and indicators – Behavioural Metrics is a significant indicator/ driver of handle time – Calls with BM opportunities had higher AHT as compared to the calls where agents received ‘Well Done’ or ‘Satisfactory’ – BM attribute “Kept the customer engaged throughout the call” is a common driver of AHT across all 3 LOB – Most aligned and relevant attribute • Connectivity issue and ticket related issues are the top call drivers with HIGH AHT • High ratio of calls placed on hold for more than 2 minutes Recommendations • Include ‘Reason of hold’ in the tracking to identify areas of improvement and training need analysis • Additional tracking with targeted listening will be beneficial to provide insights on call segments and process or agent related opportunities Recommendations