Average Handling Time (AHT)

Send us Fan MailMost contact centres will monitor AHT (Average Handling Time) per call. This gives managers a snapshot idea of general productivity. It also helps form objectives because there is:a) a limit of how long a customer will want to talk forandb) a limit to the number of products or services that can be sold. The problem is that AHT monitoring can skew results and call behaviours, so this episode questions whether this metric really works and offers several ideas that would improve or change the value of measuring AHT. Enjoy!To find out more about our work and to see what we could do to help your organisation, visit www.realitytraining.com.