How Average Handle Time (AHT) increases CSAT

Short AHT will increase CSAT scores exponentially. Yonyx solutions can help reduce long lines and lists of complaints.
Short AHT will increase CSAT scores exponentially. Yonyx solutions can help reduce long queues and lists of complaints.

Average handle time is a another great way to improve CSAT scores. In fact, the lower the AHT, the higher the CSAT. This mathematical relationship is defined as an inverse dynamic. Average handle-time is defined as the amount of time it takes for a customer service representative to take a call and handle the problem effectively. Sometimes, this occurs at the snap of a finger. In other instances, long queues and complex complaints can transform a smaller matter in to a large ordeal. The best approach towards lowering average handle time is equipping both representatives and customers with tools to succeed. A Yonyx AGI can serve as a great preliminary form of assessment for both the customer and representative.

Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service.

With a problem defined and conclusions drawn, the duration of the call will be exponentially shortened. This can be achieved on a two-fold system. First there will be less call volume and as a result shorter queues. Second, conflicts will be more clarified and thus call times will expedite. Both these premises will allow for AHT to decrease while CSAT scores soar.

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Interactive Decision Tree