AHT

Components of AHT:

• Talk Time: The amount of time spent interacting with the customer directly, whether over the phone, chat, or any other communication method.
• Hold Time: Time during which the customer is placed on hold, often while the agent is searching for information or consulting with colleagues.
• After-Call Work (ACW): The tasks completed by an agent after the call ends, including updating records or sending follow-up emails.

Why AHT is Important:

• Operational Efficiency: A lower AHT can help a call center handle more interactions within a given timeframe, leading to better overall productivity.
• Customer Satisfaction: Reducing AHT while maintaining service quality can improve customer satisfaction by minimizing wait and hold times.
• Cost Reduction: By reducing the amount of time spent on each interaction, businesses can lower operational costs without sacrificing service levels.

Strategies to Reduce AHT:

• Agent Training: Equip agents with the necessary skills and knowledge to resolve issues faster and more effectively.
• Knowledge Base: Provide easy access to resources, FAQs, and troubleshooting guides to help agents find solutions quickly.
• Call Routing: Implement intelligent call routing systems to ensure customers are connected to the right agent or department from the beginning.

Other Terms:

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