Occupancy and AHT

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Occupancy and AHT
What would be the best actions to decrease AHT aiming to decrease an occupancy rate of 98%

Helper

Call Centre Helper

You ask two questions
An occupancy rate of 98% is way way too high.
This will lead to employee burn out and will in turn AHT. The main fix for this is to reduce contact volumes or increase staffing. Neither of these are a quick fix

In terms of reducing AHT, then these articles may help
https://www.callcentrehelper.com/safely-knock-seconds-off-aht-142448.htm
https://www.callcentrehelper.com/49-tips-for-reducing-average-handling-time-aht-38157.htm

But really for a complete fix you will need to follow these 10 steps in the Contact Centre Manifesto
https://www.callcentrehelper.com/the-contact-centre-manifesto-84294.htm

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