Operations Management, Metrics/Performance Measurement, Average handle time, Measuring properly, Reporting, Average speed of answer, Measuring properly, Reporting, Occupancy, Measuring properly, Reporting
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May 29, 2012
What is the relation between a call center's Average Speed of Answer (ASA) and Average Handle Time (AHT) or Occupancy? If the ASA is high will AHT be higher or lower?
Or, if ASA is high will Occupancy be high as well?
– Manish Hans
Manish --- many of these are inversely related. If Occupancy is high then ASA will probably increase and AHT may decrease - this is called a "death spiral" as agents will be getting call after call (i.e. high occupancy/low idle) so they rush through the call (AHT decreases), but call volume will many time increase as the "rushed" AHT means the agent is rushing through and perhaps not completely answering questions so the customer has to call back.
I've seen anecdotal information that AHT will increase during times of low occupancy (high idle) and low ASA as agents spend the extra time answering questions, know they have time to annotate accounts while in ACW. The two pieces ASA and Occupancy will almost always move in the same direction where High Occupancy will increase ASA, but AHT can move inversely with Occupancy and ASA as shown above.
jeff palzkill, MSTM, CCOM
Slight disagreement to above statement. High occupancy creates higher AHT. AHT includes wrap up (post call time) time and agents finish a call and take longer wrap up time to give themselves a break during high occupancy windows.
Agents know if they made themselves available during high occupancy window, the next call will be delivered immediately.
Now quality can suffer if agents are encouraged to clean the queue quickly during high occupancy. This where right leadership focus is important.
If AHT and occupancy is high, ASA will be high too as call volumes are now getting stacked.
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