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Over 60% of Contact Centre Face These Three Blockers in Lowering AHT

Published On: 13th Aug 2013 10:06 - Modified: 18th Sep 2019

According to our poll, more than half of contact centres struggle with; slow / difficult systems (65%), different call types (62%) as well as escalations and transfers (61%), when lowering Average Handling Time (AHT).

Other obstacles that contact centres face include agent training (49%) and talkative customers (30%).

Poll – “What are the blockers to lowering AHT?” – answers

Different call types – 62%
Escalations and transfers (e.g. information from other departments) – 61%
Slow systems/ Different systems – 65%
Agent training – 49%
Talkative customers – 30%

(Multiple answers were allowed during this poll, so the total does not add up to 100%.)

Source: Call Centre Helper webinar: 10 ways to improve First Contact Resolution Sample size: 268 Date: March 2013

Author
Jo Robinson

Jo Robinson is the Operations Manager at Call Centre Helper and has worked here since 2007. Jo quality checks a large number of the articles, and is also responsible for caring for our customers, managing the eblast programme and sponsorship of our annual benchmarking survey.

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Over 60% of Contact Centre Face These Three Blockers in Lowering AHT

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