Time Wasted

Definition

In call center analytics, "time wasted" refers to any non-productive time that affects the efficiency and performance of the call center operations. This could include both agent time and customer interaction time, impacting overall productivity and customer satisfaction.

Types of Time Wasted in Call Center Analytics:

• Idle Time: The amount of time an agent spends waiting for the next call or task after completing a call or assignment.
• Impact: Lowers agent utilization and increases operational costs.
• After-Call Work (ACW): Time spent by an agent on administrative tasks after the call ends, such as logging notes or updating CRM systems.
• Impact: If excessive, it delays agents’ readiness for the next call, affecting overall throughput.
• Call Handling Time (AHT) Issues: Calls that take longer than necessary to resolve due to inefficient processes, lack of agent training, or customer issues.
• Impact: Increases average handle time (AHT), reducing the number of calls handled per agent per hour.
• Unnecessary Transfers or Escalations: Calls that are transferred multiple times between agents or escalated unnecessarily to higher levels of support.
• Impact: Frustrates customers, prolongs resolution times, and wastes agent time.
• Long Wait Times: Excessive time spent by customers in the queue before speaking to an agent.
• Impact: Reduces customer satisfaction and causes inefficiency in call center operations.
• Repetitive Customer Inquiries: Customers calling in with the same issues, either because they didn't get a proper solution the first time or there are communication gaps.
• Impact: Wastes both the customer’s and agent’s time, and creates unnecessary workload.

How to Minimize Time Wasted in Call Centers:

• Improve Call Routing with IVR
• Agent Training and Knowledge Base
• Optimize Workforce Management
• Monitor KPIs (Key Performance Indicators)
• Use Call Analytics Software: Leverage call analytics to track where bottlenecks and inefficiencies happen, allowing you to identify areas of improvement and streamline operations.