Active Wait?
Posted by Shannon Cherry on Tue, Mar 08, 2011 @ 07:42 AM
Active wait time is not one of the most popular metrics measured in call centers today. But maybe it should be. As Greg Levin recently tweeted, "Make room for another key acronym: AWT -- Active Wait Time." The video below gives you a humorous view of how active wait time works.
Every day, 11% of your agents' time is wasted waiting. What if you could use some of that time to complete activities such as training, coaching, and communications effectively creating active wait time?
Activities that normally need to be scheduled and take agents off the phone can be completed during agents’ idle time.
So, not only are agents able to be more productive between calls, but your WFM team doesn't even have to schedule that time. The time can be found for you. Agents are prompted to complete the tasks on their to-do list – without affecting your service levels.
You can set the system to deliver the highest priority tasks during unforecasted drops in call volume. Plus, if an agent is engaged in Active Wait Time activities and call volume increases, you can automatically prompt agents to return to call handling.
Check out more details on how to increase agent productivity and reduce shrinkage by reading the newly revamped solutions section of our website.