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

What-are-the-blockers-to-lowering-AHT
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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
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