What measures can be taken to reduce AHT in the Call Centre (Inbound) Environment?

Tags:
AHT
Average Handle Time
Call Center
Call Center metrics
What measures can be taken to reduce AHT in the Call Centre (Inbound) Environment?

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Thinking back to my call center days.

Creating a good self serve environment that the customers want to use so that they call about less issues per call.

Increased agent training so that they can handle more issues without having to ask questions of senior agents / supervisors, / etc.

Increase efficiency of the agents tools. I remember that I when I worked in a call center we would spend the first minute or two getting the customers information up on the screen.

Also if we can train the call center executives in situational handling skills it would be very helpful to them in handling the calls.

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