Reduce Average Handle Time (AHT) Without Adversely Impacting Quality

Call Center Agent

Discover how to Reduce Average Handle Time without adversely Impacting Quality

The one metric all front-line call center leaders need to drive agent performance is Average Handle Time (AHT).  

AHT is a vital, operational indicator of your call center. To make this point clear, scheduling and calculating staffing needs rely on accurate, AHT data.

A slight reduction in AHT in a high call volume call center can significantly impact your bottom line: lowering operating costs.

While AHT is the measurement to describe the servicing process, focusing on optimizing said process to improve average handle time is the place to start.  

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About the Author: Greg Meares

As a Sr. Consultant for Performance Connections, Inc., Greg's primary objective is to provide value to organizations that are focused on raising brand awareness. Additionally Greg works on improving the customer experience, through business process re-engineering, and call center best practices. Greg is an industry expert and is often called upon to provide his analysis and solution oriented approach to improving performance in the BPO and Call Center industry.

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