![]() ![]() However, if the call is of a more unique nature, logging the contact outcome may take longer.Īs Ericc Whetstone, a contact centre workforce management manager, says: “I’ve had healthcare groups that spend 5 seconds on ACW with an AHT of 120 seconds, while I’ve also had healthcare groups that spend 60 seconds on ACW with an AHT of 700 seconds.” Internal Processes If the contact is simply transactional, a long wrap time is unlikely. “In contrast, IT projects, insurance claims or banking adjudication will have a longer wrap time as you spend more time speaking with customers to solve more complex queries.” Call Type Uttam SenGupta, one of our readers, says: “Online retail and sales often have the shortest wrap time to make sure they have the best availability on the floor.” Generally, some types of contact centres like to spend as little time possible on ACW to optimise service level, while others prefer to record as much extra information as possible. Let’s take a quick look at each one of these factors and the impact that it might have. ![]() The contact centre’s internal processesĭue to the impact of these four factors, the proportion of time that is spent on ACW compared to talk time will differ from call to call and contact centre to contact centre.The sector that your contact centre is in. ![]() There are four factors that will influence the length of your wrap time. To reduce wrap time, and therefore AHT, some of the ACW can be carried out during the call, so long as the quality of the call isn’t impacted by the advisor doing so.įor more tips on lowering AHT without affecting advisor performance, read our article: 49 Tips for Reducing Average Handling Time How Long Does After Call Work Usually Take? It is important to remember this when calculating your contact centre’s Average Handling Time (AHT), which is a vital metric to calculate when determining how many staff are needed in the contact centre – if you use an Erlang Calculator. The total time that an advisor works on ACW is known as “wrap time” or “ wrap-up time” and, although the customer is not involved at this stage, ACW is a part of the interaction and is therefore included in the total handling time for the call. So, the pattern of an advisor’s working day will look like this: After Call Work Is Performed in “Wrap Time” Once an advisor completes their tasks, they go back to being available for another call.
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