Kõneaeg

Unfortunately, average talk time (also known as ATT) is often neglected by call center managers. As a result, other popular key call center metrics and KPIs, such as average handle time (AHT) or abandonment rate, are prioritized more often. 

However, even though ATT doesn’t provide the entire picture of an interaction, as does the AHT, it does show the actual time agents spend conversing with customers on the phone. Thus, along with other crucial metrics and KPIs, it can give call center managers a more holistic view of agent’s efficiency and performance. In return, it provides them with an opportunity to offer guidance to employees that require it. Therefore, it’s still a valuable call center metric that contributes to the overall positive customer experience. 

In addition to utilizing the customer service tools, managing single or multiple knowledge bases, the call center agent’s skillset should contain — active listening, call control, the ability to craft clear explanations, handle complaints, and customer issues. All of that drives accurate handle times data and improves the overall call handling process. 

Consistently reviewing talk time and keeping an eye on average talk time trends helps call centers meet service level goals, achieve high levels of customer satisfaction, and maintain the efficiency of the call center staffing operatives. 

How do you measure the average talk time?

Keskmine kõneaeg on keskmine minutite/sekundite arv, mille jooksul agent on iga kliendiga telefonitsi seotud. Põhimõtteliselt on see aeg, mille agendid veedavad klientidega rääkides.

Kõnekeskuse keskmise kõneaja mõõtmiseks tuleb arvutada kõigi kõnede kõneaegade summa ja jagada see lõpetatud kõnede koguarvuga. Valem näeb välja järgmine:

                                       (Kõne A kõneaeg + Kõne B kõneaeg + … + Kõne X kõneaeg)

Keskmine kõneaeg =     ———————————————————————————-

                                                           Käsitletud kõnede koguarv

This number should not include average hold time — time a customer spends in the IVR menu before being connected to an agent, call transfers, and any after-call work (call wrap-up time). In addition, inbound calls that were resolved within the IVR system should also be excluded from this calculation.

A high value for this metric may indicate that agents have issues with average call time and call handling and may need additional system training. Typically, when call handling times are higher than the target KPI, call center managers may attribute it to higher hold times or call wrap-up times. However, by looking at just the amount of time an agent spends in an actual conversation with a customer, call center managers may identify agents who require more call control training. 

Üldiselt on kõneaeg näitaja, mida ei tohiks vaadelda eraldi. Kõnekeskuse tõhusa tootlikkuse, tulemuslikkuse ja piisava klienditeeninduse taseme tagamiseks peaksid kõnekeskuse juhid arvestama kõiki kõnekeskuse mõõdikuid ja põhinäitajaid.

What is the difference between average talk time and average handle time?

Keskmist kõneaega ajatakse tihti segamine keskmise käitlemisajaga. Seetõttu on oluline mõista nende kahe näitaja erinevust. Nii keskmist kõneaega (ATT) kui ka keskmist käsitlemisaega (AHT) kasutatakse selleks, et mõõta aega, mille kõnekeskuse esindaja pühendab kliendiga suhtlemisele. Siiski erinevad need mõlema näitaja arvutamise valemi ja lõpptulemuse tõttu.

Kui keskmine kõneaeg on lihtsalt aeg, mille agent kliendiga rääkides veedab, siis keskmine käsitlemisaeg võtab arvesse kõike alates sellest, kui klient algatab kõne, kuni kõne lõpetamiseni. See võib hõlmata ooteaega, kõne suunamist ja kõne lõpetamist, mis on vajalik kliendi probleemi lahendamiseks ja juhtumi lõpetamiseks. Seetõttu on kõnekeskuse kõneaeg vaid osa keskmise käsitlemisaja valemist.

                                              Kogu kõneaeg + kogu ooteaeg + kõne lõpetamise koguaeg)

Average handle time =     ——————————————————————————

                                                           Käsitletud kõnede koguarv

It has been estimated that the industry standard for the average handle time is a little over 6 minutes, though that number can significantly vary based on the sector of business. Since average handle time is a common customer experience metric, many call centers aim to reduce AHT to improve customer experience and maximize call center’s efficiency. But lowering AHT is not always a good thing as it can have a negative impact on service quality.

However, call centers can apply proactive customer service strategies and workforce optimization to help reduce average handle time without compromising the level of service.

• Call routing 
• Streamlining multiple channels like email, live chat, or video call into one unified communications platform. 
• Enhancing the capabilities of your call center by integrating with a third-party CRM software.
• Analytics and reporting