Don’t Penalise People for Spending Too Long on the Phone


Don’t penalise people for spending too long on the phone. They are helping customers.

If you make a big deal about the Average Handling Time (AHT) figures in your contact centre, you will probably find that your First Call Resolution figures will get worse.

Published On: 2nd Jul 2012 - Last modified: 17th Jul 2017
Read more about - Jonty's Tips, ,


Get the latest exciting call centre reports, specialist whitepapers, interesting case-studies and industry events straight to your inbox.