Take away the Average Handling Time target


This only gets in the way of doing the right thing for the customer.

Published On: 10th Apr 2012 - Last modified: 17th Jul 2017
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3 Comments
  1. Hi Jonty
    We did exactly that back at the beginning of 2010 and found that customer service increased and handling time for the majority of agents actually decreased.
    Agents were less time stressed on the call so could relax which helped the rapport to build up and therefore the trust in the agent from the customer
    Customers go away feeling satisfied and so does the advisor.
    The agents are no longer performance managed on AHT but we do have to keep an eye on it from a forecasting and budgeting perspective.

    Jo Biggs 12 Apr at 11:46 am
  2. I fully understand that you should not be measuring AHT in isolation,so what are the Agents metrics now and how has the budget and headcounts been affecyed by the change?

    Evanscat 22 May at 6:34 pm
  3. I fully understand that you should not be measuring AHT in isolation,so what are the Agents metrics now and how has the budget and headcounts been affected by the change?

    Evanscat 22 May at 6:34 pm
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