Hi Eduardo, Thank you for being so interested. The sheets were not public, because they are part of a training on WFM-Academy.com. However, we like your excitement and would therefore like the share them nevertheless (www.ccmath.com/wp-content/uploads/2023/05/handling_times.xlsx). If you would be interested in more sheets, exercises, assignments, and more, check out our WFM-Academy.
Some comments from my side: 1) If your agents are multiskilled to a certain number of skills, then yes, it makes sense to average all the handling times from those skills. 2) The proficiency approach is interesting, but in order to monitor and improve your agent's AHT, you must have a target (initially at the launch), based on a market benchmarking for the same type of service, a time and motion simulation is also useful. As your agents get tenured, then you'll have enough data to understand their learning curve to a point their AHT stabilizes. Therefore, you'll be able to apply what was said by her on a Statistical/Workforce perspective. But on a operational perspective, you still have to work on monitoring AHT dispersion within your team and invest on training not just for actual or new content, but behavioral trainings on how to be objective and yet able to provide full context to the customer. There're several tools and methods that we can apply to improve that which should start from a pareto chart focusing on the extremes first and then, when we're able to narrow the dispersion, apply general training to improve the whole team performance. Just be careful to not treat newbies as tenured agents when you're analyzing the data.
Hi Jefferson, Thanks for your comment, I hope you liked the video. 1) I partly agree. This only works when the proportion of incoming volumes between skills does not change over time. That’s because the final AHT depends on the number of predicted calls per skill - and skills have different handling times. Therefore, it is still advisable to predict at the skill level for both volumes and AHTs. 2) Alright, thanks for the insight! :) Kind regards, Giuseppe Catanese
This deck and discussion is really insightful! Thanks for sharing this.
Glad you enjoyed it!
Hello,
Within the presentation, the Excel example cannot be downloaded. Is there a way to get it? I appreciate your help
Hi Eduardo,
Thank you for being so interested. The sheets were not public, because they are part of a training on WFM-Academy.com. However, we like your excitement and would therefore like the share them nevertheless (www.ccmath.com/wp-content/uploads/2023/05/handling_times.xlsx). If you would be interested in more sheets, exercises, assignments, and more, check out our WFM-Academy.
Some comments from my side:
1) If your agents are multiskilled to a certain number of skills, then yes, it makes sense to average all the handling times from those skills.
2) The proficiency approach is interesting, but in order to monitor and improve your agent's AHT, you must have a target (initially at the launch), based on a market benchmarking for the same type of service, a time and motion simulation is also useful. As your agents get tenured, then you'll have enough data to understand their learning curve to a point their AHT stabilizes. Therefore, you'll be able to apply what was said by her on a Statistical/Workforce perspective. But on a operational perspective, you still have to work on monitoring AHT dispersion within your team and invest on training not just for actual or new content, but behavioral trainings on how to be objective and yet able to provide full context to the customer. There're several tools and methods that we can apply to improve that which should start from a pareto chart focusing on the extremes first and then, when we're able to narrow the dispersion, apply general training to improve the whole team performance. Just be careful to not treat newbies as tenured agents when you're analyzing the data.
Hi Jefferson,
Thanks for your comment, I hope you liked the video.
1) I partly agree. This only works when the proportion of incoming volumes between skills does not change over time. That’s because the final AHT depends on the number of predicted calls per skill - and skills have different handling times. Therefore, it is still advisable to predict at the skill level for both volumes and AHTs.
2) Alright, thanks for the insight! :)
Kind regards,
Giuseppe Catanese