A typical shift in a call center is composed of 9 hours. Within
that 9 hours is (2) 15 minutes break + 1 hour break. Thus the remaining time on
the shift is just 7 hour and 30 minutes. And on that 7 hour and 30 minutes, you
will take calls and that is granting that you will not have auxiliary time like
coaching or team huddle or bio–break which will then be further deducted from
the 7 hours and 30 minutes shift. You might argue that it is supposed to be 40
hours a week thus 8 hours only. That is correct but you have to remember that
the one hour break is not included and thus you have to logout during that
period because that is not paid. While for the (2) 15 minutes break, it’s paid
thus you should not abuse it.
A typical 9 hour shift is usually compose of break schedule of
every after 2 hours depending on “manpower availability” and the “competence of
the Real Time Analyst.” Here is an example of typical 9pm to 6am shift:
|
Schedule
|
Activity
|
Duration
|
|
9:00 PM
|
start of shift
|
0
|
|
9:00 pm to 11:00 pm
|
phone time
|
2 hours
|
|
11:00 pm to 11:15 pm
|
first break
|
15 mins
|
|
11:15 pm to 1:00 am
|
phone time
|
1 hour 45 mins
|
|
1:00 am to 2:00 am
|
lunch
|
1 hour
|
|
2:00 am to 4:00 am
|
phone time
|
2 hours
|
|
4:00 am to 4:15 am
|
second break
|
15 mins
|
|
4:15 am to 6:00 am
|
phone time
|
1 hour 45 mins
|
|
6:00 AM
|
end of shift
|
0
|
|
|
Total
|
9 hours
|
|
|
|
|
In managing your AHT, first, you need to know the maximum number
of calls that you can accommodate per day. You can do that by using the
following formula:
Phone
hours ÷ Target AHT = maximum number of calls per day
Since phone hours is measured in hours while AHT is measured in
seconds then you need to convert phone hours to seconds and that would be:
7 hours x 60
minutes = 420 minutes x 60 seconds = 25200 seconds
30 minutes x 60
seconds = 1800 seconds
Therefore,
7 hours and 30 minutes =
25200 + 1800 = 27000 seconds
For illustrative example, we will use an account with a Target
AHT of 690 seconds and that will be,
27000 seconds ÷
690 seconds = 39 calls per day
|
Maximum number of calls for a 7hours & 30mins shift
|
||
|
AHT in mins
|
AHT in secs
|
Max # calls
|
|
|
|
|
|
4.5
|
270
|
100
|
|
5
|
300
|
90
|
|
5.5
|
330
|
81
|
|
6
|
360
|
75
|
|
6.5
|
390
|
69
|
|
7
|
420
|
64
|
|
7.5
|
450
|
60
|
|
8
|
480
|
56
|
|
8.5
|
510
|
53
|
|
9
|
540
|
50
|
|
9.5
|
570
|
47
|
|
10
|
600
|
45
|
|
10.5
|
630
|
43
|
|
11
|
660
|
41
|
|
11.5
|
690
|
39
|
|
12
|
720
|
37
|
|
12.5
|
750
|
36
|
|
13
|
780
|
35
|
|
|
|
|
Second, you need to identify what are the types of call which is
considered as “AHT Buster.” AHT Buster are calls which is below the Target AHT
to process. With all the accounts that I’ve handled, the most common AHT Buster
would be the payment arrangement or payment processing or ghost calls. It would
take you less than 4 minutes to do that, you will be able to execute that
granting na walang maraming kiyeme or
kembot si customer or walang maraming arte yung account!!! Sources of long
call would be troubleshooting, bill explanation, assisting an elderly and customers
with accent.
In the table below, you will notice that call number 12, 13, 22,
23, 27 are all AHT Buster which pulls down the average of all the calls. On the
other hand call number 10, 11, 14, 15, 21 are all “AHT intensive” calls.
You will also notice that at the start of your shift, you have
27000 seconds fund to utilize and it slowly diminishes as your shift progresses.
It was computed as follows:
Remaining Time –
AHT per call = Time Left before the end of shift
Example:
27000 seconds –
500 seconds = 26500 seconds
26500 seconds –
200 seconds = 26300 seconds
26300 seconds –
300 seconds = 26000 seconds
|
Maximum number of calls of an
account with an AHT of 690 secs
|
||||||||
|
Number of call
|
Remaining Time
|
AHT per call
|
Number of call
|
Remaining Time
|
AHT per call
|
Number of call
|
Remaining Time
|
AHT per call
|
|
|
|
|
|
|
|
|
|
|
|
1
|
27000
|
500
|
14
|
16530
|
3000
|
27
|
5498
|
27
|
|
2
|
26500
|
200
|
15
|
13530
|
4000
|
28
|
5471
|
52
|
|
3
|
26300
|
300
|
16
|
9530
|
855
|
29
|
5419
|
87
|
|
4
|
26000
|
400
|
17
|
8675
|
650
|
30
|
5332
|
150
|
|
5
|
25600
|
1500
|
18
|
8035
|
30
|
31
|
5182
|
120
|
|
6
|
24100
|
550
|
19
|
7995
|
80
|
32
|
5062
|
89
|
|
7
|
23550
|
275
|
20
|
7915
|
85
|
33
|
4973
|
123
|
|
8
|
23275
|
890
|
21
|
7830
|
1750
|
34
|
4850
|
880
|
|
9
|
22385
|
1100
|
22
|
6080
|
90
|
35
|
3970
|
186
|
|
10
|
21285
|
2000
|
23
|
5990
|
72
|
36
|
3784
|
1050
|
|
11
|
19285
|
2500
|
24
|
5918
|
80
|
37
|
2734
|
2150
|
|
12
|
16785
|
120
|
25
|
5838
|
100
|
38
|
584
|
500
|
|
13
|
16665
|
135
|
26
|
5738
|
240
|
39
|
84
|
84
|
|
|
|
|
|
|
|
|
|
|
Third, make sure that before your lunch or after four hours of
your shift, you already accommodated at least half of the maximum calls you
have to accommodate. In the above example of 39 calls per day, you should have
accommodated at least 20 calls already.
Fourth, since you already know the maximum number of calls that
will allow you to meet the AHT part of your metrics, you will now know how to
compute other metrics such transfer rate, revenue per call or sales conversion
and others.
Example 1:
Transfer rate = 10%
39 calls per day
x 0.10 = 3.9 calls
Which means that you can
only transfer up to a maximum of 4 calls per day. Higher than that would make
you an “outlier of the day” and it would be difficult for you to compensate it
especially if the end of the fiscal month is closing to an end.
Example 2: Revenue per
call = $35
39 calls per day x $35 =
$1365
This means that you
should be able to collect at least $1365 per day in order for you to meet the
$35 quota of your account. If you are below that target in a day, that means
that you have to exert extra effort in days to come to be able to collect the
difference from that target.
Example 3: Sales
Conversion = 30%
39 calls per day x 0.30
= 12 conversion
This means that in a
day, you should have at least 12 guaranteed sales for you to meet your metrics
or to put it in other words, for every 10 calls that you will be receiving, 3
should have been converted to a guaranteed Sale.
The fastest way to manage AHT is to drop calls but that is not
good for the business. There are instances wherein calls are appearing to be
deliberately dropped especially for those who are using “soft phones” wherein
it has a tendency to “freeze or non–synchronized.” If an agent who regularly
meets his quota and suddenly there was a dropped call, is it conclusive right
away that it was deliberately done? QA’s are auditing “short calls” oftentimes
and it takes skills to spot “habitual” call dropper.
Another tip to lower down AHT is to manage your desktop
efficiently. Either you can put all your tools in just one browser and open
multiple tabs inside it so that when you minimize it, you just have one browser
open on your task bar. If you are allowed to use notepad, you can number it
based on the maximum number of calls you can accommodate so that you have an
idea as to how much more you need versus the time remaining on your shift. You
can also press F5 to time stamp a specific call from your notepad.
By knowing the maximum number of calls you can handle per day
gives you a sense of self–worth as well. If you are capable meeting your daily
limit, you will know what you are capable of giving to the company and if the
company disposes you like a garbage, you can calculate how much trash they are
throwing away, baka mas bulok pa yung
Operation Manager nila sayo thus you
don’t have to despair about it because it’s not worth it. If that is the case,
you can say, “Alam ko kung ano dala ko
nung pumasok ako dito, alam ko din kung ano bitbitin ko palabas!”
Now that you know how to manage AHT, the only question now is
“Are you capable of managing it?” AHT tells a lot of thing about you as a
person. It’s not just a numeric figure that you have to meet. There are
accounts wherein their AHT is close to impossible considering the volatility of
the account and you just need to trash it and say, “O sige na, maghanap na kayo ng kakaya sa standard niyo and kung meron man, ano namang
galansiya mahihita nila sa inyo?
AHT is the most common metric or key performance index (KPI) in
all account in a call center. If with this very common metric you tend to fail,
what is the probability that when you transfer to another call center, you will
succeed.
AHT tells how in control you are of yourself. It tells how
capable you are of managing something. It is a baseline that sets you apart
from other people and is a good honing ground for higher endeavors. There is a
saying that “if you are out of control then somebody else will control you.”
Would you like to be a robot being controlled by a remote control?
“People
with well–developed emotional skills are also more likely to be content and
effective in their lives, mastering the habits of mind that foster their own
productivity; people who cannot marshal
some control over their emotional life fight inner battles that sabotage their
ability for focused work and clear thought.”- Emotional Intelligence by
Daniel Goleman
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