EXPERT RESPONSE
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/
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