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Five Questions to Ask if Call Center AHT is a Problem

Posted: by: Chuck Ciarlo

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 the fat.

 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.

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