1. Average handle time standard
Stephanie Lee
Project Manager, Researcher, Data Analyst

2. Background Class A is a multinational package delivery service
Delivers an average of 18.3 million packages a day, serving over 220 countries worldwide
Global Business Service oversees 94 customer care sites
33 million calls last year
Objective: Create an Average Handle Time

3. Design requirements and Specifications
Average Handle Time Standard shall:
Include 100+ calls per call type
Represent multiple site locations
Depict different times of the day
Represent different day of week
Meet corporate quality expectations (approved process and procedure)
Minimum Success Criteria:
Reduce AHT cost by 10%

4. Trade study & Verification approach
V-Process Model
Result Comparison
Monitor and compare the change in AHT across sites after implementation
Lean Principles
Improving Network Average Handle Time
Cost Analysis

5. Excess Cost Summary Jan 1 – Feb 16 (M-f), 2018

6. Problem solving approach
Alternative I
Benefits and Penalty
Each site will be rewarded or punished per skill by percent effective
Alternative II
Benefits from Ranking
Top sites will be rewarded for being closest to the Average Handle Time Standard
Alternative Decision Matrix
Factors
Availability (Do all sites have an equal chance of receiving the benefit?)
Long Term Benefit (Will site continue to strive for the incentive?)
Maintainability (Changes to the system when new goals are set)
Cost to implement (Benefits vs. Punishment company cost)
Total
Weight 3 5 4
Benefits by Percent Effective 15 20 9 12 56
Benefits by Ranking 8 37

7. Percent effective to goal aht

8. AHT Improvement Universal by site (Mar 19 – Apr 27)
Shipping by site (Mar 19 – APR 27)

9. AHT Improvement International by site (Mar 19 – Apr 27)
Tracking, Infonotice, Amazon by site (Mar 19 – APR 27)
International by site (Mar 19 – Apr 27)

10. AHT Improvement Field Support Group by site (Mar 19 – Apr 27)
Preferred Customer Associate by site (Mar 19 – APR 27)

11. Cost Saving

12. Achievements / lessons learned
Conclusions
Achievements / lessons learned
Future improvements
Real- world application
Continuous Improvement
Project Management
Full time opportunity as a supervisor in the Analytics Department at Class A!
Root- Cause Analysis on Call Topics
Invalid use of After Call Work
Leading a Pilot in Tampa