AHT target setting

Topic Views - 1868

BOND FACTOR - AHT target setting
Anyone has the formula? Many thanks!!

Helper

Call Centre Helper

Do not set AHT as an Agent Target
Setting a target for Agents on AHT has widely been discredited. The reason for this is that it encourages the wrong behaviours.

It says to the agent that they should rush through the call and get the caller off the line - not that they should resolve the problem.

This will result in higher repeat calls, lower customer satisfaction and higher agent stress and absenteeism.

Instead the latest thinking is that you should allow agents to solve customer problems and reduce repeat calls.

You just use AHT to check for outliers - highlighting if agents are rushing through calls or are taking too long because they have not been trained properly.

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