El AHT es una de las métricas más relevantes de un call center, junto con el FCR, el churn o la calidad: un indicador clave que funciona como una brújula, guiándote en la dirección correcta para mantener un alto nivel de servicio.
Respetar el tiempo de tus clientes es la base de una buena experiencia de cliente. Pero esta premisa compite con la del control de costes y la mejora de la eficiencia y la productividad de la operación.
Es decir, nos encontramos en un constante dilema, intentando equilibrar los costes con una experiencia de cliente de calidad.
La cuestión es: ¿podemos mejorar la experiencia de cliente a la vez que reducimos los costes del call center? Es uno de los grandes retos del sector. Pero una forma de abordar este problema es mejorando el AHT (Average Handle Time).
Hablaremos de ello en profundidad, pero ya te adelantamos que mejorar no siempre significa reducir, al menos no reducir per se.
En esta guía entraremos en todos los detalles; desde qué es el AHT y cómo medirlo, hasta los aspectos clave que debes considerar, pasando por cómo la inteligencia artificial y el machine learning han mejorado drásticamente la forma de optimizar este indicador.
Qué es el AHT y cómo medirlo
El AHT (Average Handle Time o Average Handling Time) es un KPI que nos ayuda a entender el tiempo medio de las interacciones con clientes en un contact center.
Este mismo indicador también se conoce como TMO, las siglas en español de Tiempo Medio de Operación.
Una fórmula común para medir el AHT es la siguiente:
(Tiempo de conversación + tiempo en hold + tiempo after-call) / número total de llamadas
Es decir, el AHT (Average Handle Time) o TMO tiene en consideración la cantidad de tiempo que un agente utiliza en una consulta o incidencia, tanto durante la llamada como a posteriori.
Como has visto en la fórmula, los elementos que inciden en el AHT se explican por sí solos, pero cuando hablamos de medir y optimizar procesos, partir de definiciones claras nunca está de más:
- Tiempo de conversación: es el tiempo total en el que tus agentes están hablando con clientes.
- Tiempo en hold: es el tiempo en el que el cliente está en hold, es decir, el tiempo promedio que se mantiene en espera hasta que un agente le atienda. Se calcula dividiendo el tiempo total en espera (la suma de todas las llamadas) entre el número de llamadas recibidas.
- Tiempo after-call (o ACW, After Call Work): el es el tiempo dedicado a tareas que el agente necesita llevar a cabo para resolver la consulta antes de estar disponible para otra llamada, como enviar emails, hacer anotaciones o actualizar comentarios en el CRM.
Tanto el FCR (First Contact Resolution) como el AHT (Average Handle Time) son indicadores que hablan de calidad y eficiencia en las operaciones de customer service de un contact center.
Interpretados correctamente, estos KPIs nos enseñan una valiosa lección:
Para ser eficientes y dar la mejor atención tenemos que entender que cada caso necesita un tiempo para su correcta resolución y la mejor dedicación del agente, que debe contar con capacitación y las herramientas más adecuadas.
Aspectos clave antes de optimizar el AHT
¿Qué se considera un buen AHT? ¿Hay una cifra que deberías tomar como referencia para mejorar tu AHT?
En este caso depende mucho más de la industria o el producto. Aunque aconsejamos lo mismo que con el FCR: entiéndelo bien, interioriza el concepto, define bien cómo medirlo y establece KPIs de seguimiento ad-hoc para tu negocio.
No los compares ni intentes seguir estándares del mercado porque todo depende de tu cultura (la importancia que le das a la marca y la experiencia de cliente), la industria en la que operes o el producto o servicio al que se le esté dando soporte.
Aunque no resulta sencillo compartir un AHT (Average Handle Time) estándar según industrias, sí hay reflexiones importantes que hacerse antes de medir este KPI o cambiar la forma en la que lo hacemos.
Estas 4 preguntas son un buen punto de partida para medir el tiempo medio de llamada:
- ¿Por qué considero vital reducir los tiempos de espera?
- ¿Es mi volumen de llamadas altos? ¿Necesito mejorar el cumplimiento de otros estándares del mercado como el SLA (Service Level Agreement)?
- ¿Optimizar el tiempo de espera o de las conversaciones me va a servir para recibir más llamadas?
- ¿Cómo puedo optimizar el AHT?
Como te habíamos adelantado, reducir no es mejorar. De hecho, reducir el AHT es relativamente sencillo, pero no es una buena práctica por sí sola.
Existen diferentes líneas de actuación, pero antes necesitas tener claro que optimizar el AHT significa reducir los tiempos de llamada mientras tus niveles de satisfacción incrementan (o al menos se mantienen).
¿Por qué es importante interiorizar esto? Porque el nivel de análisis de tu AHT no puede estar sesgado.
Todas las llamadas tienen su contexto, y para entender bien la métrica del AHT hay que adaptarla a las circunstancias.
Por ejemplo, fijar límites de tiempo para determinadas consultas o incidencias y apretar a tus agentes para que no los sobrepasen puede reducir el AHT. Pero en ningún caso va a mejorarlo si eso sucede a costa de no darle al cliente las explicaciones necesarias, apresurarlo o incluso cortar la conversación.
Por otro lado, mejorar la comunicación interna para que la transferencia de llamadas entre agentes sea más fluida reduciría el AHT al tiempo que aumentaría la satisfacción del cliente. En este caso, podemos decir claramente que hemos mejorado la métrica.
En definitiva, reducir el AHT a toda costa, sin entender lo que está en juego o poniendo en riesgo la satisfacción del cliente no te llevará muy lejos. Así que, llegados a este punto, ¿qúe acciones concretas puedes llevar a cabo?
Cómo mejorar el AHT (Average Handle Time)
Una vez comprendidos los distintos aspectos que entran en juego al medir el AHT, es hora de actuar.
Aquí es importante que las hipótesis o acciones propuestas puedan ser medibles de forma aislada, empezando con clústeres concretos de clientes o con servicios o productos muy segmentados.
Estas son las principales formas de mejorar el AHT:
- Entender la duración de las respuestas de los agentes, teniendo en cuenta la adecuación al contexto de la llamada.
- Reducir esperas o silencios innecesarios en todo el proceso de atención, entendiendo el ritmo de la conversación y el significado de los silencios.
- Mejorar el flujo de los patrones de conversación gracias al entendimiento de las emociones y el control de las expresiones o conceptos particulares propios del lenguaje.
- Mejorar la formación de tus agentes, desarrollando programas de formación continua que les ayuden a dominar todas las casuísticas.
- Mejorar la logística detrás de tus llamadas, por ejemplo, optimizando redirecciones, o grabando y analizando las llamadas para sacar mejores conclusiones.
- Supervisar el performance de los equipos y los flujos de comunicación y operaciones para agilizar los procesos de trabajo interdepartamentales.
Mejorar el AHT: Speech Anlytics vs Inteligencia artificial
Ya sabemos que las tecnologías de Speech Analytics han ayudado a los contact center a mejorar en los últimos años la interpretación y el análisis de la información.
Esto ha llevado al sector a mejorar la calidad y el performance de la atención al cliente con propuestas de mejora más concretas y eficientes.
Estas son algunas de las acciones de optimización del AHT que se pueden realizar con soluciones estándar de Speech Analytics:
- Identificar las razones de las llamadas, categorizar y concretar sobre qué procesos se pueden hacer mejoras.
- Analizar cómo se distribuyen los tiempos de llamada para detectar formas de optimizarlos.
- Identificar a los agentes con mejor satisfacción y AHT y escalar buenas prácticas al resto de los equipos.
- Comparar el AHT dentro de tus equipos y centrar el esfuerzo en aquellos departamentos que más puedan necesitarlo (porque su producto o servicio es complejo, por ejemplo).
Pero quedarte ahí es quedarte a mitad del camino, porque el contexto lo es absolutamente todo en nuestro sector. Y con las herramientas estándar de Speech Analytics el contexto se pierde.
Además, este tipo de trabajo te obliga a dedicar mucho tiempo a la categorización y etiquetación. Y por si fuera poco, ese esfuerzo no te servirá para optimizar el aprendizaje y la creación de una base de conocimiento optimizada.
Por último, y no por ello menos importante, el análisis se basa en un porcentaje de llamadas muy pequeño. ¿Quién querría tomar decisiones vitales para su negocio basándose en el 1% de las llamadas cuando se puede analizar el 100%?
Por eso, Upbe se apoya en la inteligencia artificial y el aprendizaje automático para que la tecnología del contact center evolucione hacia lo que llamamos Inteligencia Conversacional.
Cómo mejorar el AHT con Inteligencia Conversacional
El entendimiento de las emociones y cómo se proyectan en una conversación. Los silencios o la velocidad de las conversaciones. Las expresiones o conceptos particulares propios del lenguaje. O la duración de las respuestas de los agentes.
Todos ellos son elementos clave de la satisfacción de cliente que tenemos que respetar y que Upbe identifica.
Vamos a ver 6 formas específicas en las que la Inteligencia Conversacional puede ayudarte a optimizar tu Average Handle Time.
1. Optimizar el aprendizaje de operación
Esto se consigue por medio del aprendizaje automático. Nosotros lo enfocamos a través de:
- Una plantilla de calidad preconfigurada en Upbe que va a a permitir, además de automatizar tu proceso de calidad, detectar ineficiencias y mejoras operativas.
- El área de personalización de la plataforma. Puedes entrenar a Upbe y adaptarla a tu contexto creando items específicos de tu operación o de particularidades que quieras medir.
Tú entrenas a Upbe y Upbe te ayudará a sacar aprendizajes más concretos que podrás aplicar a tu operación en base a tu contexto particular.
¿Qué casos necesito resolver más rápido y con menos información? ¿Dónde mi discurso comercial o de atención creo que da demasiados detalles? Además, la base de conocimiento, al estar basada en el contexto de cada llamada, será mucho más rica y tendrás la oportunidad de hacerla más potente.
2. Mejorar el performance de tus agentes
Entenderás qué agentes solucionan mejor las consultas en los entornos más complicados: ¿Cuáles tienen mejor performance ante un cliente enfadado? ¿Cuáles tienen menor burn-out y son más estables a lo largo del tiempo?
Esta información es fundamental no solo para elegir los mejores agentes para cada caso, sino también escalar su conocimiento al resto del equipo y para cuidarles más.
Esto implicará una menor rotación, y ten en cuenta que la retención de talento suaviza enormemente la incidencia de un factor que afecta directamente al AHT: la curva de aprendizaje de los nuevos agentes que se incorporan al call center.
3. Medir los silencios de forma eficiente
Speech Analytics te permite medir los silencios de la operación. Si estos ocurren en llamadas largas puede haber mala praxis de los agentes y, qué duda cabe, eso debemos evitarlo.
Pero las herramientas estándar de Speech Analytics no te ayudan a entender por qué ocurren esos silencios.
Si te pierdes el contexto de la llamada es probable que nunca identifiques la razón por la que ocurren: ¿Suceden siempre en el mismo momento? ¿Siempre con los agentes de determinada experiencia? ¿Con el mismo producto? ¿Qué sentimientos hay antes y después de cada silencio?
4. Detectar patrones y buenas prácticas
Con la Inteligencia Conversacional, tu forma de identificar los patrones conversacionales y las buenas prácticas evoluciona. Detectar estas buenas prácticas e incorporarlas a tu base de conocimiento de forma inteligente y automatizada te ayuda a escalarlas, mejorar la formación y el proceso de onboarding de nuevos agentes.
5. Reducir la sobre-verificación
Este es un problema que se puede solucionar con Speech Analytics. Pero no de forma eficiente. Porque ese control de la sobre-verificación que incrementa el tiempo de llamada dependerá de cómo etiquetes.
Otro punto importante que deberías considerar es que las etiquetas de Speech Analytics son literales. Sin embargo, con la inteligencia conversacional, la propia herramienta aprende a través de ejemplos y se hace más eficiente identificando estas cuestiones.
6. Entender las emociones
El análisis del sentimiento, tanto de los clientes como de los agentes, te ayuda a tomar mejores decisiones.
Esa información, el contexto emocional de un cliente durante la llamada, es una mina de oro llena de pistas sobre posibles mejoras o cambios en el discurso de venta.
Si te dijeran que un tipo de incidencia genera insatisfacción en un alto porcentaje de casos gracias al análisis del sentimiento, ¿no crees que cambiaríais tu forma de gestionar esas consultas?
¿Todavía no tienes claro en qué te puede ayudar la Inteligencia Artificial en tu Call Center? Solicita una demo y te explicamos con todo detalle cómo podemos ayudarte a mejorar tanto el AHT como el resto de indicadores de rendimiento.
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