202113 Apr
5 Ways to Reduce AHT Without Sacrificing Quality
General News

Average Handle Time is one of my favorite metrics to look at because it involves figuring out ways to improve processes on the agent side, which ultimately effect the customer experience. Options confuse customers, so be careful how you phrase them; you want to be as clear as possible in your first response in an effort to reduce room for questions or clarifications. Maybe you need to reevaluate the process of handling a support request; there could be too many steps and requirements in place, or internal knowledge might be difficult to navigate. Agents should not aim to lower their AHT simply to get the caller off the phone, or provide mediocre answers to respond fast as possible. Reducing Average Handle Time isn’t about cutting corners, it’s about optimizing your processes and improving the customer experience.

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