Call Center Agent Productivity – Average Handle Time

by | May 12, 2014 | CRM, Customer Support, Knowledgebase

Call center agent productivity is a frequently focused augmentation of e-Commerce and virtual call centers. As a call center agent you will need to familiarize yourself with many acronyms such as AHT or average handle time. If a comparison or analogy may be drawn for fantasy football enthusiasts, there are key players that you need to draft or acquire for your team to flourish. The same narrative can be drawn with terms like AHT. Here is a profile on the term average handle time and how it attributes to successful business and productivity.

Yonyx Author Guided Interactive (AGI) Self Service - Customers traverse a multimedia path interactively, starting from the symptom to the possible underlying problem and the corresponding solution.

Yonyx Author Guided Interactive (AGI) Self Service – Customers traverse a multimedia path interactively, starting from the symptom to the possible underlying problem and the corresponding solution. This can ultimately reduce average handle time.

Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent

Average Handle Time – Is the time it takes for any call center agent to receive a complaint, investigate the conflict and arrive at a conclusion. Sometimes this conclusion remains unresolved and this will ultimately affect another term known as First Call Resolution. However, average handle time includes average hold time, from the point of initiation to the conclusion. Average handle time can be reduced by a step-by-step flow through call center script or by implementing  Help Desk Integrated Handbook complete with CRM can aid both consumers and representatives.

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