What is AHOD?
AHOD stands for All Hands on Deck, and refers to the situation that exists when a contact centre gets super-busy, customer wait times go up and service levels start to drop. This is often as a result of external activity, such as a marketing campaign, system outage or the weather.
Typically during AHOD, training gets cancelled, all team leaders and managers start taking calls and overtime is offered to help clear the backlog.
It is the opposite of BAU, which stands for Business as Usual.