A good Average Handle Time is about 6 minutes per call or contact–but AHT isn’t as uniform as other popularcall center metricsand varies greatly from one business to another. A higher AHT isn’t always a bad thing–in some cases, it indicates a better approach to customer care. Instead...
AHT is used to calculate the length of time the customer is engaged with the agent through all channels such as:By capturing these metrics, the support team can hopefully cut down repeat calls and repetitive tasks, increase first call resolution, plan ongoing training for call center agents, ...
Tracking and reducing AHT is essential for businesses that want to deliver exceptional customer service, drive growth, and maintain a positive brand image. A high AHT can indicate poor customer service, as it suggests that customers are waiting for extended periods for their issues to be resolved,...
A low AHT can indicate efficient call handling processes and a high level of agent productivity, while a high AHT can indicate a need for process improvements and additional agent training. What is a good average handle time? A good AHT varies depending on the industry, call type, and ...
This is a gain to be made through better training and more efficient technology rather than agent incentives. Agents who are compelled to increase talk time would almost certainly drive up AHT as a result. Isolating talk time from handling time and combining the result with reporting data gives...
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Also, what you must understand is that increasing talk time would almost certainly result in higher AHT due to agents feeling under pressure to up the talk time. If this is happening, it may be time to reconsider AHT standards. By providing your agents with relevant training and clear communi...
Proper training is key to keeping AHT in check. When agents lack the skills or knowledge they need, interactions take longer, and both customers and agents get frustrated. Regular training helps agents handle complex issues quickly, while embedding good customer service techniques into the contact ...
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