Call centers are the primary communication channel for businesses to interact with their customers. Therefore, it is essential to have an efficient and effective call handling process that delivers high-quality customer service. The call handling metrics such as AHT, Hold Time, ASA, and Abandonment are used to evaluate the performance of call centers.
AHT is the total time taken by the call center agent to handle a call, including the time spent on hold, talking to the customer, and after-call work. It is an essential metric that indicates the efficiency of the call center. A lower AHT indicates faster call resolution times, resulting in higher customer satisfaction levels. However, excessively low AHT can negatively impact call quality and customer satisfaction.
At Call Center Solutions, our average handle time is 6-7 minutes. Service calls are typically shorter, while conversion calls take more time to get all the necessary information. A solution CCS can assist with is factoring this into your staffing method. It’s not all based on calls, but additionally how many calls are expected to be handled per hour. Some questions to reflect on are: Is that happening? If not, why? What can be done to get to your goal? CCS can assist your business in finding self servicing IVR’s, continuously improving technology, and providing resources to access information sooner. Continuing to coach your team at least twice a month is essential.
Hold time is the amount of time a customer spends on hold waiting for a call center agent to answer their call. Long hold times can frustrate customers and negatively impact the overall customer experience. Therefore, minimizing hold time is crucial for improving customer satisfaction. To improve your business’ hold time, identify why there is one and try to cut out the root of the problem. Anytime a guest is put on hold, we suggest checking back in every 30 seconds to update them and give a provided expected response time if further steps are needed.
ASA is the average time taken by the call center agent to answer a call. It measures the responsiveness of the call center and is a critical metric for customer satisfaction. Longer ASA times indicate slower call center response times and can lead to lower customer satisfaction levels.The industry standard for ASA time is answering 85% of calls in less than 15 seconds. This is referred to as an 85-15 service level. The smart routing currently set up in your businesses’ IVR can affect this and better position your company to have a successful business strategy. For example, prioritizing conversion or service calls over general inquiries can be helpful.
Abandonment rate is the percentage of calls that are abandoned by the customer before reaching an agent. High abandonment rates indicate long wait times or inadequate staffing levels, which can also negatively impact customer satisfaction levels.
Below 3% abandonment rate normally is a sign of overstaffing. Above 7% normally is a sign of understaffing. Based on budget and the type of business goals that are set, there will be a range of results. What smart routing can be put in place or self servicing IVR functions to assist with acceptable abandonment levels while being conscious of staffing and budget?
Call handling metrics play a critical role in the performance evaluation of call centers. By tracking and analyzing these metrics, call centers can identify areas of improvement, optimize their processes, and deliver high-quality customer service. AHT, hold time, ASA, abandonment rate, and service levels are just a few of the metrics that call centers can use to evaluate their performance and improve the overall customer experience.
Does your business need assistance in staffing forecasts, additional hiring or discussing call handling metric strategies? Call Center Solutions could be your solution! Let us know how we can assist you today!
If you are interested in our services, please contact us at [email protected] or by visiting our site.
Call Center Solutions & Streamline – Partner Webinar We were thrilled to join forces with Streamline VRS | Vacation Rental Software for an insightful webinar,
2024 Industry Trends and Predictions for 2025 in the Call Center Industry The call center industry continues to evolve rapidly, driven by technological innovations, changing
CCS President Paul Wohlford Featured on Alex & Annie Podcast We’re thrilled to spotlight a special re-air of one of Alex & Annie’s most popular
How Call Center Solutions Drives Sales Growth In today’s competitive business landscape, customer interactions are key to driving revenue. While call centers are traditionally associated
Vacation Rental Pros (VTrips) Case Study Situation VTrips is a full-service property management company that primarily deals with short-term vacation rentals servicing Alabama, Florida, Georgia,
Innovative Solutions in the Call Center Industry In an industry where customer satisfaction is the ultimate goal, call centers must continuously evolve to stay ahead.
Growing Together: How Call Center Solutions Empowers Client Success At Call Center Solutions (CCS), we’re proud to see our clients thrive. One of the most
Client Interview: By the Sea Resorts By the Sea Resorts offers a diverse collection of beachfront hotels and restaurants in Panama City Beach, Florida. Their
A Comprehensive Guide: What to Look for When Hiring an Offshore Call Center In today’s globalized business landscape, outsourcing services, especially customer support, has become
Interview with Alison Rowe-Miller, Call Center Solutions’ Human Resources Manager We sat down for an exclusive interview with Alison Rowe-Miller, the Human Resources Manager at
Maximizing Business Performance: The Benefits of Call Center Solutions In the fast-paced world of business, the right strategies can make all the difference in driving
Services Tailored for Success with Call Center Solutions At Call Center Solutions, we understand that the success of any business hinges on exceptional customer interactions.
Revolutionizing Business Dynamics: Call Center Solutions’ Mission At Call Center Solutions, we don’t just answer calls – we deliver a promise. Our mission is simple
Interview with Paul Wohlford, President of Call Center Solutions: Reflecting on 2023 and Looking Ahead to 2024 As we bid farewell to 2023 and set
Maximizing Call Center Productivity: Strategies for Success Call centers play a crucial role in today’s business landscape. They serve as the frontline for customer interactions,
The Art of Public Speaking: A Call Center Agent’s Secret Weapon Public speaking is a skill that transcends professions and can be a game-changer in
Mastering Workforce Management in the Call Center Industry In the fast-paced realm of customer service, where businesses connect with clients 24/7, workforce management is the
The Power of Employee Appreciation: Building a Stronger Business In today’s fast-paced business world, companies that understand the importance of their employees and invest in
Call Center Solutions Expands Its Reach with the Opening of a Third Center [10/01/2023] – Call Center Solutions (CCS), a renowned leader in providing exceptional
The Crucial Role of Marketing in the Business World and the Call Center Industry In today’s fast-paced and highly competitive business landscape, marketing plays a
Embracing Technological Innovations for Optimal Customer Experience In an ever-evolving digital landscape, the call center industry plays a vital role in delivering exceptional customer service
We’d like to hear it! We value your feedback and any suggestions that you may have.
"*" indicates required fields
