Post by account_disabled on Dec 9, 2023 6:01:45 GMT -5
Average handle time is one of the favorite metrics everyone should take a look at. It will help you figure out ways you can improve all processes. This has a powerful effect on the customer experience as well. To boost productivity and calculate the AHT you need to sum the total talk time, total hold time, and the follow-up time. Now divide it by the number of calls or chats.
The result is your average handle time. Benefits of a Job Function Email Database Low AHT Don’t make your decisions based on the average handle time only. Like every other metric, you should look at it alongside other metrics. Several benefits of a low AHT include happier customers and agents, improvements in communication and productivity, and lower support costs. Remember, all customers love high-quality and fast responses. How Can AHT Influence Your CSAT The customer satisfaction score (CSAT) is one of the most important metrics that can be influenced by AHT. Your agents should not try to get rid of a customer as soon as possible. It will harm the support quality and lower CSAT scores. Different customers have different sensitivities to response speed, so do your best, but always prioritize the quality. 3. Provide Effective Agent Feedback Simply said, feedback is everything when you want improvement. Words of encouragement and constructive criticism can change your agents’ performance. Boost productivity and deliver effective feedback following these best practices and cold calling tips. Timing is Everything Don’t waste time waiting for too long. Sharing feedback soon after the task is completed is more effective.
The receiver will be able to apply your feedback immediately and start improving. Consider the setting when delivering feedback, too. Especially when referring to errors. Quality Feedback is a Two-way Street Realize quality feedback is important for everyone. Especially from your employees. They are on the first-line talking to customers and are the best source of insight. Be open, listen and let them tell you what makes them happy in their job, what would they improve, and how they feel about their daily tasks. Feeling heard and appreciated will boost productivity as well.
The result is your average handle time. Benefits of a Job Function Email Database Low AHT Don’t make your decisions based on the average handle time only. Like every other metric, you should look at it alongside other metrics. Several benefits of a low AHT include happier customers and agents, improvements in communication and productivity, and lower support costs. Remember, all customers love high-quality and fast responses. How Can AHT Influence Your CSAT The customer satisfaction score (CSAT) is one of the most important metrics that can be influenced by AHT. Your agents should not try to get rid of a customer as soon as possible. It will harm the support quality and lower CSAT scores. Different customers have different sensitivities to response speed, so do your best, but always prioritize the quality. 3. Provide Effective Agent Feedback Simply said, feedback is everything when you want improvement. Words of encouragement and constructive criticism can change your agents’ performance. Boost productivity and deliver effective feedback following these best practices and cold calling tips. Timing is Everything Don’t waste time waiting for too long. Sharing feedback soon after the task is completed is more effective.
The receiver will be able to apply your feedback immediately and start improving. Consider the setting when delivering feedback, too. Especially when referring to errors. Quality Feedback is a Two-way Street Realize quality feedback is important for everyone. Especially from your employees. They are on the first-line talking to customers and are the best source of insight. Be open, listen and let them tell you what makes them happy in their job, what would they improve, and how they feel about their daily tasks. Feeling heard and appreciated will boost productivity as well.