AHT Glide Path (Learning curve) calculation

Topic Views - 24618

Luis Rodriguez

AHT Glide Path (Learning curve) calulation

Hello All,

What would be the the best way to calculate the AHT Glide Path?

Is there any template or standard formula i could use?

That will be so helpful

Thank you!

14 Sep 2017 20:09:53

Jonty Pearce

Helper

Call Centre Helper

What do you mean by Glide Path

I am not sure what you mean by "Glide Path"

Here is the standard calculation for AHT

https://www.callcentrehelper.com/how-to-measure-average-handling-time-52403.htm

15 Sep 2017 13:44:07

Laura McGilley

Glide path

I would use existing staff to see how long it takes for new starters to get up to speed. We used to track AHT weekly for our new starters so that we could use the data in our forward planning. It usually ended up that they took around double the normal time to handle a call to start with, which then dropped off to "normal" AHT by the end of week 7 or 8.

15 Oct 2018 09:43:19