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What measures can be taken to reduce AHT in the Call Centre (Inbound) Environment?
Average Handle Time, AHT, Call Center metrics, Call Centers
What measures can be taken to reduce AHT in the Call Centre (Inbound) Environment?
ASKED: Feb 11 2009  3:55 PM GMT
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Vikassharma316
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A:
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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.
Last Answered: Feb 25 2009  5:13 PM GMT by Vikassharma316   15 pts.
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