Average handle time (AHT)
is a call center metric for the average duration of one transaction, typically measured
from the customer's initiation of the call and including any hold time, talk
time and related tasks that follow the transaction.
If AHT is a persistent
problem at your call center, here are five questions to ask. The answers might
result in positive change.
1. Have you streamlined your script?
Too many questions and too
much verbiage can add precious seconds to calls, while accomplishing little in
the way of customer satisfaction. Review your call scripts for any ways to trim
2. Are you routing calls effectively?
A workforce management
solution can route specific types of calls to the agents most qualified to
handle them efficiently.
3. Are your agents receiving the best training?
Ongoing coaching and
training is essential, but if AHT is still a problem then more of these
sessions should be geared toward solving this specific problem.
4. Do you have an ‘anti-babble’ strategy?
Sometimes callers just
won’t get to the point. Have you come up with ideas on how agents can politely
but firmly take charge of the call and keep them on track?
5. Have you asked agents for their input?
Your agents are on the front line of any AHT initiative. They may have
ideas on where too much time is being spent, and how to handle some types of
calls more efficiently.