Increasing AHT

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Increasing AHT
How do you get an employee to slow down? I have an employee who's AHT is extremely quick but it's having a negative impact on their quality scores. I am looking for tips & tricks to get the employee to slow down and meet their quality attributes.

Quality Monitoring Tools
Live coaching would be beneficial here.

What points within their assessment are they scoring badly? I recommend going through the assessment criteria with your member of staff, discuss expectations and where they're going wrong. Set-up regular reviews to identify if their score is improving or where else improvement may be required.

It may also be worth allowing your member of staff to score one of their own calls to see what their thoughts are on whats delivered against expectation.

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