Q

How do I lower the average handle time?

A call center agent who works in the credit card industry, wonders how he can lower his average handle time.

I work as a call center agent at a credit card company. Can you tell me how I can lower my average handle time?

Average handle time (AHT) is typically addressed as a call center-wide initiative if there are general opportunities – for example, through process changes, new technology, script changes, or training. An individual call center agent seeking to lower average handle time should first look at how they compare to any targets the call center has set, and to benchmarks or peers. If your average handle times are longer than targets or averages, you should talk with your supervisor about how you can improve. Quality monitoring of your calls can also help identify specific areas of improvement.

For more information, browse SearchCRM.com's topic section on call center agent performance/

This was first published in December 2005

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