Recorded Webinar: 7 Key Ways to Lower Average Handling Time

When Average Handling Time (AHT) decreases, so does your workload capacity, meaning that the number of advisors you need to handle customer contacts falls.

This is great news for cutting costs in the contact centre. However, there are methods of doing this that may harm the quality of your customer service.

With this in mind, we helped you steer clear of these dangerous pitfalls, before sharing seven great techniques for safely lowering AHT.

Agenda

Introductions – Jonty Pearce, Call Centre Helper
Kim Ellis, Training Consultant

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Will Lusted, Foehn

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Topics Discussed

Rethinking AHT in the contact centre
Improving processes to lower talk time
Reducing hold time and contact transfers
Supporting advisors to speed-up wrap time
The tools that can help you on your way
Top tips from the audience
Winning tip – “Measure customer handling time as well as average call handling time.
This gives the overall effort time per customer combining AHT & FCR.
This shows any overall effort impacts if you concentrate on reducing individual call time (this may impact calls per customer.” thank to Allan5

Original Webinar date: 23rd January 2020