How to reduce average handle time in a call center? AHT is the common acronym for average handle time, and it is typically defined as the average time it takes to handle all the calls answered in a call center during a defined period of time, say a day, a week, a month, etc. If you work in a call center, you probably hear the question, "Hey, what was your AHT yesterday?" Why is AHT important to a call center operation? There are two reasons: Number one, AHT can be a good indicator of the level of service you are providing to your customers. And number two, it is an excellent indicator of how much it is costing to run your call center. Many call center operators will ask questions like, "Should AHT be within a certain range?" or "What is the right AHT for billing calls?" or "Should AHT always be going down or should it go up?" The answer to those questions is, it depends. It depends on what you're looking to achieve, what is the goal of the center, and what are your business and customer priorities. Stay tuned, and we'll look at the factors that decrease or increase AHT, both in a positive and negative way. First, let us go through the list once, and then we'll go back and get into more detail on each item. Number one is employee training. Number two, customer greetings (both automated and spoken). Number three, information systems. Number four, telephone systems and IVRs. Number five, IVRS and auto attendant. Number six, service level. Number seven, business processes. Number eight, call control. Number nine, call types. Number ten, staff experience. And finally, number eleven, customer self-help. These are the 11 critical items that will impact AHT in your call center. Now let's get...
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