Over 60% of Contact Centre Face These Three Blockers in Lowering AHT 7,516 Filed under - Archived Content, Average Handling Time (AHT), Polls 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 Author: Jo Robinson Published On: 13th Aug 2013 - Last modified: 18th Sep 2019 Read more about - Archived Content, Average Handling Time (AHT), Polls Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter