Call Centre Management >

AHT Glide Path (Learning curve) calculation

Topic Views - 20976

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!

Editor

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

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.

Want to add a comment?

Not found what you were looking for?

1. Try searching through our site.
2. Still not got an answer?

Why not ask the Call Centre Helper Community? Click here to ask your question

Latest Related Articles

How to Measure Average Handling Time (AHT)
29 Tips for Improving Average Handling Time (AHT)
25–34 Year Olds are The Easiest Advisors to Motivate
Erlang Calculation - An Introduction
8 Benefits of Creating a Culture of Learning in Your Contact Centre
Which Customer Experience Path Is Your Organisation Travelling? Is It the Right One?

Categories

Ask a Question
& Find an Answer

Get answers from the Call Centre Helper community on your most difficult challenges

Ask Your Question