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What is the difference between average talk time and average handling time. Should acw( after call work) option be given to tenured reps who are supposed to do multitasking that is documenting and talking to the customer at the same time. Or it should be provided to agents new to the process.
They are basically terms used on the floor of the call center. ATT - Average talk time. AHT is average handling time. AHT = ATT + ACW .
ATT is usually longer for nesters (or newly hired agents that are on live call training), then it gets reduced once they are on "go live" mode, or taking in continuous phone calls. An ACW of1 minute is a common standard for most call centers, a minute is more than enough for you to document and close your case, or put it in pending before preparing your tools for the next call. Reps are usually trained to have at least80wpm typing skills, in order for them to document while within the call, but most agents will use their dead air allowance of30 seconds, or hold time of3 minutes to finish the documentation while troubleshooting or searching for the answers for the customer. AHT is an important metric and it varies in different settings, for customer care, it is usually around3-5 minutes, for technical support, we have it at around12 minutes, for billing and general inquiries, it is usually around the same with customer care AHT average. Different departments, different accounts, will have different average AHT metrics, but the ACW will actually depend on the call center, because some accounts will require a very long documentation that you dont need the customer to be on the line, thus they use aux toggles to document and then perform an outbound call for a follow up.
Hi Sir,
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