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Your team consists of 10 agents, each agent takes 18 calls per day and the average handling time for
troubleshooting calls is 90 minutes and the average handling time for transfer calls is 6 minutes and
10 minutes for information calls. The floor averages on the of calls are as follows
Troubleshooting calls 30%
Transfer calls - 40%
‘f information calls 30%
You have four most tenured agents on the floor who are also the best performers. Six agents who are new and 1 SME. The team works for 9 hour shift with 1 hour break and 30 minutes mandated for training every day.
Please calculate the AHT per agent and average productivity % for the team. Please explain the logic you used for calculating the same. Also provide an action plan to reduce the AHT for your team.
April 10, 2013 3:39 AM
April 10, 2013 1:55 PM