Is there a basic or standard formula for calculating wrap time?
For example X% of AHT for customer service and X% of AHT for technical calls, etc...
Formula for calculating wrap time
Call Centre Helper Forum » Call Centre Management
(3 posts)
Posted 5 months ago
I think this is highly dependant on the specific tasks that need to be done post-call and the systems your agents use to do them.
I am currently working on reducing wrap time in my centre, which is moving from a split admin/front counter/contact centre to more specified tasks. Part of the process is educating the call centre team on what they can do within a call, what should be passed off to admin staff and what must be done post call.
Posted 5 months ago
As Bender mentions it is highly dependant on what type of calls your people take.
Do you have access to any data sources from the ACDs or real time software that can show you how much time each agent spends in wrap?
Failing that, you may want to do some observational analysis and physically sit with your agents with a stop watch. It's not a particularly efficient use of your time and to get some meaningful data you need to have a reasonable number of examples.
Posted 5 months ago
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