Time is indispensable when it comes to customer service. If you are leading a team of support agents, it is of paramount importance for you to know how long it takes for them to resolve customer complaints. Are they performing to the best of their abilities? If not, then how can you help them improve their competence. This is where Average Handle Time kicks in.
On the surface, AHT helps you ascertain the operational efficiency of a call center. However, dig a little deeper and you’ll find all the factors that drive it. An analysis of their impact on the metric can reveal a great deal of insights on various parts of your support org, helping you to identify the areas of improvement. To know more about these factors, download this eBook.
Gain a firm understanding of the meaning and various elements affecting Average Handle Time
Learn about the to-do and not-to-do ways that help you bring down AHT without affecting your CSAT score negatively
Know how AI and cognitive technology helps you attain the desired level of AHT without compromising on the quality