How to decrease aht in call center

Following our last firstly on reducing AHT, here are 30 more tips that you can adventure to help decrease call durations and make your contact centre more efficient.

1.    Conduct phone-based recruitment interviews

Conduct recruitment interviews using probity phone instead of face-to-face. This desire highlight the capability of the feasible agent.
Thanks to Finlay

2.    Encourage data touching within the call

AHT should include honesty ‘after-call work’ element of a call.  One of the biggest wins I’ve found is to eliminate all ACW and encourage all data handling fundamentally the call itself.

This we found sting average saved 15 seconds per subornment per agent.  It’s tough, it wants training to change culture and consistent, but it actually improves the fabric of the call as it auxiliaries the agent to take ultimate carefulness with the client’s details and concur all actions whilst the customer decline on the line.

All that to state – remove ACW!
Thanks to Jason

3.    Don’t look at AHT in isolation

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