MK Consulting Services

2

Service Overview

HANDLE TIME IMPROVEMENT

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Agenda

• Overview

• Snapshot of Current AHT

• Key behaviors driving AHT upwards

• Is Hold impacting AHT?

• Summary & Recommendations

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Strategy & Execution:

Project Background:

Project Intent:

Overview

Average handle time for some of the LOBs in a company was observed to be trending upwards from past couple of monthsLOB1LOB2LOB3

Review the data and relevant metrics to provide insights based on findings from data analysis.

Sample Date Range : Jan’15 – Mar’15

Workgroup & Sample :LOB1 – 2270

callsLOB2 – 421

callsLOB3 – 4844

Calls

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Snapshot of Current AHT

NTSD-Repair NTSD-RHP NTSD-RHSI

512442

605

YorkMills Moncton Barrie Kentville RichmondHill WFH

617 617 613598 590

568

NTSD-Repair NTSD-RHP NTSD-RHSI

Sites with lower AHTLOB1 : Center4 below workgroup AHT

LOB3 : WFH agents, Center6 & Center2 below workgroup AHT

2270 421 4844

1143 498 1383 721 714 385

Average handle time 512 Average handle time 421 Average handle time 605

* AHT in seconds* Sample

LOB1 LOB2 LOB3LOB1

LOB2

LOB3

Moncton RichmondHill SykesHome WFH YorkMills

613 598 588 569473

Center1 Center2 Center3 Center4 Center1 Center2Center4 Center5 Center6YorkMills WHF

445

421

Center4 WFH

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BM has More Relevance to the ACD

• ‘Behavioral Metrics’ section is a significant driver of call duration

• Higher AHT whenever opportunities were found on ‘Behavioral Metrics’

• Tested at 95% confidence level and 5% MOE– Total sample 7535– All 3 workgroups

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Relevance between AHT and BehaviorOverall Quality of Greeting (Friendly, Warm, I am here to help attitude)

Projected Ownership of Customers Inquiry/Concern

Acknowledged Customer's Situation or Emotion When Necessary

Probe to Understand Customer's Needs/Situation Prior to Providing a Solution

Confirmed Understanding of Customer's Needs/Situation

Reviewed Pertinent Account History Information and Verbalize

Bridged to sale by Recognizing an Opportunity to Add Value

Displayed Confidence in (Peers, Products, Company and Systems)

Confirmed if Customer has Any Additional Inquiries

Ended the Call with a Genuine Appreciation for Customer's Loyalty and Sincere Close

Provided Accurate & Concise Notes to Setup Customers & Peers for Success

Kept the Customer Engaged throughout the Call

AHT* AHT AHT AHT AHT AHT AHT AHT AHT AHT AHT AHT

LOB12270 calls

Well Done 515 495 499 468 484 387 570 390 451 443 409Satisfactory 511 512 536 524 511 550 683 510 517 515 520 501Opportunity 595 518 520 548 554 567 613 530 594 611 587

LOB2421 calls

Well Done 393 485 508 526 397 393 377 553 434Satisfactory 442 420 459 491 440 470 196 437 432 451 429 421Opportunity 539 555 459 378 470 678 718 602 555 556 507

LOB34844 calls

Well Done 555 591 639 588 634 666 915 630 551 566 630 478Satisfactory 609 609 611 612 602 633 683 605 608 609 608 595Opportunity 521 584 630 584 630 648 686 610 627 593 583 682

* AHT in Seconds

AHT is relatively higher for calls with ‘opportunity’ observed in Behavioural metrics

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Key Behaviors Driving AHT UpwardsCombined for 3 Workgroups

Significant difference observed when agents do not display these key AHT driving behaviors. Better compliance on these behaviors will result in lower handle time

Kept the Customer engaged -- Confirmed Understanding of Customer's Needs -- Reviewed Pertinent Account History --

633591 613

563 567 596

423

534 506

Opportunity Satisfactory Well Done* AHT in seconds* Sample

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Is Hold Impacting AHT?

90% 10%

Enterprise LOB1 LOB2 LOB3

88% 12%734

486 74068%

32%89% 11%

416 499 518 789

Hold > 2 Minutes

Hold < 2 Minutes

0200400600800

1000

0%10%20%30%40%50%60%

796 653

57%

43%

Hold > 2 Minutes

Hold < 2 Minutes

0200400600800

1000

0%10%20%30%40%50%60%

844 614

55%

45%

Hold > 2 Minutes

Hold < 2 Minutes

0100200300400500600700

588 425

AHT

Total Calls 7535 Total Calls 2270 Total Calls 421 Total Calls 4844

No Hold Hold

Hold AHT

Hold > 2 Minutes

Hold < 2 Minutes

700720740760780800820840

815 749

AHT

LOB 2 has most number of calls with hold instancesHigher ratio of calls placed on hold for more than 2 minutes >> Increases AHT

6116

* AHT in seconds

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Reasons for Long HoldLOB1

486 74090% 10%

Total Calls 2270

No Hold Hold

• Connectivity Issues : High hold time while checking signals

• Booking service call : Time taken to book service call

• Escalating ticket : Time taken to update the ticket

• General Inquiry Searching Information Example (Channel or package information)

Hold > 2 Minutes

Hold < 2 Minutes

0

200

400

600

800

1000

0%10%20%30%40%50%60%

844 614

55%

45%

AHT Hold

Reasons for long hold > 2mins

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Reasons for Long Hold LOB2

Hold > 2 Minutes

Hold < 2 Minutes

0100200300400500600700

588 425

AHT

AHT

416 499

Total Calls 421

No Hold Hold

68%32% • Offline: High hold time while checking network on the

tool

• Booking service call : Time taken to book service call

• Escalating ticket : Time taken to update the ticket

• Feature Related issue Voice mail : Time taken to reset the password on resetting password tool

Reasons for long hold > 2mins

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Reasons for Long Hold LOB3

89% 11%

Hold > 2 Minutes

Hold < 2 Minutes

700720740760780800820840

815 749

AHT

AHT

518 789

Total Calls 4844

No Hold Hold

* AHT in seconds

• Connectivity/Modem offline : High hold time while checking modem on Home networking tool

• Booking service call : Time taken to book service call

• E-Mail related issue: Time taken to reset password on resetting password tool

• General Inquiry Searching Information Example (Package information, location change process)

Reason for long hold > 2mins

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Summary• Alignment and indicators

– Behavioural Metrics is a significant indicator/ driver of handle time– Calls with BM opportunities had higher AHT as compared to the calls where agents received

‘Well Done’ or ‘Satisfactory’– BM attribute “Kept the customer engaged throughout the call” is a common driver of AHT

across all 3 LOB – Most aligned and relevant attribute• Connectivity issue and ticket related issues are the top call drivers with HIGH AHT• High ratio of calls placed on hold for more than 2 minutes

Recommendations• Include ‘Reason of hold’ in the tracking to identify areas of improvement and training

need analysis• Additional tracking with targeted listening will be beneficial to provide insights on call

segments and process or agent related opportunities

Recommendations