From First Call Resolution Webinar (asked by Margaret)
Does the over AHT reduce using this bolder process in your opinion?
Average Hold Time Reduction
Call Centre Helper Forum » Strategy
(5 posts)
Our overall wrap time reduced although talk time increased slightly but touches per claim reduced significantly making the overall process more efficient.
Posted 2 years ago
To start with you will often find that, talk time, wrap time and on-hold time will increase when implementing first call resolution.
This is due to taking time to understand what the problem really is and trying to stay on the line until the problem is solved.
In the short term things will get worse before they get better.
However as you start to work out root cause analysis and solve the underlying problems the repeat call volume will start to drop.
Stick with it, it is worth the effort.
Posted 2 years ago
Focus areas to reduce AHT would be -
Reengineer the top Call type Processes
Check waste in the call handling process which influences AHT (Verifications etc.)
Front end systems used by Agents (Speed of Data processing & readily available information)
Certain Product types may influence longer handle Times
Posted 2 years ago
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