Aht formula in bpo.

Aht formula in bpo For example, if an agent spends Learn how to calculate AHT, a call center metric measuring the average duration of a single interaction, and why it matters for efficiency and customer satisfaction. Talk time. You need to break it down into days and hours and then put it into an Erlang Calculator. 55 minutes per call if they had a hold time of 11 The AHT forecast is essentially created in the same way as the call volume forecast: First, determine the annual AHT growth rate and calculate the AHT for the upcoming year. A typical formula would look AHT formula. How can businesses improve their AHT? El Average Handle Time (AHT) -en español, Tiempo Medio Operativo (TMO)- es una métrica de la duración promedio de una transacción realizada por un agente de Call Center. You can calculate the average handle time using the following: Total talk time- The total duration of time that agents spend actively engaged in conversation with the caller. Service Level Formula. Here’s the thing: A low AHT doesn’t always mean a call centre is performing as well as it should. This is the output.