The SUM Functionsums the talk time, hold time and after-call task time. The result is divided by the number of calls to find theAHT. Drag down the Fill Handle to see the result in the rest of the cells. This is the output. Read More:How to Calculate Average Response Time in Excel ...
However, whilst AHT is important in this scenario, try not to assess your advisors against it. This is because if your advisors are too eager to get the customer off the phone to meet their targets, then perhaps they are not providing great levels of customer service. This may also result...
The information that this Erlang distribution provides is particularly useful when you calculate the number of call centre agents you need in the contact centre, as it helps to explain why theErlang C Calculatorappears to overstaff for low call volumes. To show you how it does so, w...
One sure-fire way to make your contact centre more productive is tounderstand why your customers are getting in touchin the first place. Armed with this knowledge, you can begin to nip problems in the bud and reduce the volume of contacts coming in. Here are some tips to get you started...
Extract the call-waiting times of the customers who hung up before being connected to an agent Insert the data into an Excel spreadsheet Put the data in numerical order – starting with the shortest call-waiting times Calculate the percentage of customers by call-waiting time. You should start...
To test this argument, we used statistical data and created a framework to calculate land consumption in square meters per capita according to different dietary habits, among other factors. This study will focus on scenario analyses for the region of Hesse, Germany—with an emphasis on the ...