What is a base agent?
Agents that are part of the regular billing cycle can also be referred to as base agents. These employees are part of the business’s day-to-day operations and, as opposed to temporary agents, are part of the company long-term.
![LiveAgent's base agents overview](https://www.liveagent.vn/wp/urlslab-download/d656546153c7653e9204c45c91ac0d48/base_agents.jpg)
Benefits of base agents
When you have a base agents group, it can bring many benefits to your business.
- Stability – Once the team is used to one another, understands the workflow, and knows the customers, it provides stability for your company. Not only is it easier for them to communicate with each other, but they are also more likely to provide effective customer service and stick to business goals.
- Budgeting – Allocating the budget for agent training, while having a team with knowledge and skills to build on, is way easier. Having to organize expensive training over and over again is not the most budget-friendly option, so a trained agent base can save your business a lot of resources.
- Better customer experiences – When you have experienced customer service representatives they can provide the best service and increase customer satisfaction scores.
- Lower agent turnover – Agent turnover is one of the productivity metrics in a contact center environment. When this metric is low, you can build a stable customer service team.
- Higher productivity – Having agents familiar with the company, each other, products, and customers allow them to provide more efficient service and keep up the productivity.
Improve your business
LiveAgent offers numerous useful features and integrations that will make your customer service more efective than ever before.
Thời gian xử lý trung bình (AHT)
LiveAgent cung cấp giải pháp quản lý hỗ trợ khách hàng và tối ưu hóa việc tương tác với khách hàng thông qua nhiều kênh tiếp xúc khác nhau. Dùng thử 7 hoặc 30 ngày miễn phí. Thời gian giải quyết trung bình là khoảng thời gian trung bình mà các đại diện khách hàng giành cho tất cả hoạt động, bao gồm thời gian gọi, chờ, chat và giải quyết các vấn đề khách hàng.
Thời gian xử lý trung bình (AHT)
The article explains what Average Handle Time (AHT) means and how it is measured in call centers. A good AHT should be both fast and of good quality. Call Center magazine has calculated the global standard AHT to be 6 minutes and 3 seconds, but it varies by industry. LiveAgent provides a Time report where the AHT can be checked for individual tickets and overall handling time. The article stresses the importance of AHT in delivering a good customer experience.