Oras ng pag-uusap

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. 

Paano mo sinusukat ang average talk time?

Ang katamtamang oras ng pag-uusap ay ang katamtamang bilang ng mga minuto/segundo na ang isang ahente ay okupado sa telepono sa bawat kustomer. Ito ay ang pangunahing oras na ginugugol ng mga ahente sa pakikipag-usap sa mga kustomer.

Upang sukatin ang katamtamang oras ng pag-uusap sa call center, kailangn mong kalkulahin ang kabuuang oras ng pag-uusap ng lahat ng mga tawag at hatiin ito sa pamamagitan ng kabuuan ng nakumpletong mga tawag. Ang pormula ay magmumukha tulad ng sumusunod:

                                       (Oras ng pag-uusap ng tawag A + Oras ng pag-uusap ng tawag B + … + Oras ng pag-uusap ng tawag X)

Katamtamang oras ng pag-uusap =     ———————————————————————————-

                                                           Kabuuang bilang ng pinangasiwaang mga tawag

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. 

Sa pangkalahatan, ang oras ng pakikipag-usap ay isang metriko na dapat ay hindi tingnan nang nakahiwalay. Upang masiguro ang epektibong pagka produktibo ng call center, pagganap, at sapat na mga lebel ng serbisyo sa kustomer, ang mga tagapamahala ng call center ay dapat ituring ang buong saklaw ng mga metriko ng call center at mga KPI.

Ano ang pagkakaiba ng average talk time at average handle time?

Ang katamtamang oras ng pag-uusap ay sa maraming mga kaso na nakahalo sa katamtamang oras ng pangangasiwa. Sa gayon, ang pag-unawa sa kaibahan sa pagitan ng dalawang metriko ay mahalaga. Pareho ang katamtamang oras ng pag-uusap (ATT) at katamtamang oras ng pangangasiwa (AHT) ay ginagamit upang sukatin ang dami ng oras na kinukumite ng kinatawan ng call center sa pakikipag-ugnayan sa isang kustomer. Subalit, nagkakaiba sila sa pormula para sa pagkakalkula ng bawat metriko at ang huling resulta.

Habang ang katamtamang oras ng pag-uusap ay pasimpleng oras na ginugugol ng ahente sa pakikipag-usap sa kustomer, ang katamtamang oras ng pangangasiwa ay isinasaalang-alang ang lahat mula sa kapag ang kustomer ay nagsisimula ng isang tawag hanggang kapag ang tawag ay natapos. Maaari noong isama ang oras ng pagpipigil, paglilipat ng tawag, at pagtatapos ng tawag na mga gawain upang malutas ang isang isyu ng kustomer at pagsasara ng kaso. Samakatuwid, ang oras ng call center ay bahagi lamang ng pormula sa katamtamang oras ng pangangasiwa.

                                              Kabuuang oras ng pag-uusap + kabuuang oras ng pagpigil + kabuuang oras ng pagtatapos)

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

                                                           Kabuuang bilang ng pinangasiwaang mga tawag

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