Over 60% of Contact Centre Face These Three Blockers in Lowering AHT

What-are-the-blockers-to-lowering-AHT
7,561

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

(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, ,

Follow Us on LinkedIn