Concurrency tells us how many tickets or chats your team is handling at the same time. At GlowTouch, we can handle anywhere from two to eight tickets concurrently. As you increase the number of chats, cost efficiency improves, but personal touch can be compromised. The right configuration for you will be based on your business needs in sales, AHT, costs and efficiency. We can model different outcomes based on scaling up or down concurrency.
Average Handle Time (AHT)
AHT varies depending on what types of support issues your team is handling. Highly technical tickets can take hours, while more straightforward requests can be resolved much more quickly. It’s important to keep in mind that high AHT can mean inefficiency, because it might indicate that team members aren’t capable of resolving customer issues. At the same time, a low AHT number could mean that representatives are processing calls without solving issues, forcing the customer to call back.
The key is finding the AHT that’s ideal for your business: not too high or too low, but just right. This can be done, though it requires planning, prepping and working smarter as a team, with a longer term focus on building value for your customer and ensuring your customer’s success.
Cost Per Resource
Now that you know what makes a tech support team efficient, it’s time to put it all together. Cost per resource is another key element in maximizing efficiency. For example, if you pay a support representative $14 per hour, a 30-minute call costs $7 (assuming they handle one call at a time). We calculate your business’s ideal output this way:
Number of resources (support representatives) times AHT at [X] availability and [X] occupancy = the number of tickets your team should answer per day.
It’s also important to consider non-salary or wage costs into this calculation. Examples include:
- Health insurance
- Building costs
- Human resources costs
- Hiring and training costs
One way to increase efficiency even further is through partnering with an outsourced technical support firm, which lowers cost variables like these.