With 65% of contact centre professionals stating it to be so, slow/different computer systems are the greatest hurdle in reducing AHT.
Different call types, 62%, and escalations and transfers (e.g. info from other departments), 61%, were also said to be significant blockers in reducing the metric score.
Poll – “What are the blockers to lowering AHT?” – answers
Talkative Customers 30%
Agent Training 49%
Slow systems / Different systems 65%
Escalations and transfers (e.g. info from other departments) 61%
Different call types 62%
(Multiple answers were allowed during this poll, so the total does not add up to 100%.)
Source: Call Centre Helper webinar: 10 Ways to reduce Average Handling Time Sample size – 337 Date: January 2013