According to our poll, more than half of contact centres struggle with; slow / difficult systems (65%), different call types (62%) as well as escalations and transfers (61%), when lowering Average Handling Time (AHT).
Other obstacles that contact centres face include agent training (49%) and talkative customers (30%).
Poll – “What are the blockers to lowering AHT?” – answers
- Different call types – 62%
- Escalations and transfers (e.g. information from other departments) – 61%
- Slow systems/ Different systems – 65%
- Agent training – 49%
- Talkative customers – 30%
(Multiple answers were allowed during this poll, so the total does not add up to 100%.)
Source: Call Centre Helper webinar: 10 ways to improve First Contact Resolution Sample size: 268 Date: March 2013