Tag: AHT
-
Exploring The Relationship Between AHT and FCR
Perhaps they are the power couple of customer service: Average handle-time and first call resolution. Combined they procure a superior and elite customer service experience for consumers everywhere. A short average handle time with a high first call resolution rate will earn any business the reputation of being a leader in stellar customer service. Yonyx…
-
How To Increase Consistency With Call Center Agents
Along with improving productivity, is the need to increase consistency. Call center agents can be stellar in one scenario, yet falter in another. This type of variability is defeating. Although, CSAT scores may increase from positive experiences, the negative ones may be counterproductive and even more depleting. Inconsistency will not assist with first call resolution…
-
How Multimedia Flow Charts Lower AHT
Multimedia flow charts, they are the evolved form of the visual flow chart. Instead of a basic graphic that outlines a course of action, multimedia flow charts will travel along journey with you, guiding you every step of the way. It is no wonder that multimedia flow charts are a trending hot commodity in customer…
-
Identifying Root Cause with AHT and FCR
Identifying the root cause of a problem is always paramount. However, the process can be painstaking. Sometimes the road to perdition is paved with good intentions. From a customer service perspective, this means that attempting to sort things out can take longer than expected. If this occurs, the average handle time mean is certain to…