AHT action plan
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This document summarizes the average handle time (AHT) for an account over the past 6 months. The AHT target is 1 minute and 1 second, but the target was only met in July and September. Possible reasons for missing the target are listed as agents lacking motivation, high attrition rates, technology issues, and agents lacking basic information. The document provides recommendations in each of these areas to improve AHT metrics and ensure the target is met going forward, such as improving training programs, increasing agent satisfaction, and enhancing technical support.
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- 1. AHT ACTION PLAN Performance for last 6 months
- 2. AHT (average handle time) Average time that Agents take to handle calls and be ready to answer another call . Target <= 1 Min : 1 Sec Calculation step :- SUM of (Talk Time + Hold Time + ACW) divided by Handled Calls .
- 3. Our Account AHT for last 6 months 01:02 01:00 01:02 00:59 01:03 01:03 01:00 00:57 00:57 00:58 00:59 01:00 01:01 01:02 01:02 01:03 01:04 Jun-15 Jul-15 Aug-15 Sep-15 Oct-15 Nov-15 Actual AHT Targt AHT Down is Good
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- 5. Possible reason to this problem ? Agents with no motivation / satisfaction . High attrition rate . Technology issue . Agents with less basic information .
- 6. Agents motivation / satisfaction Agents must know and understand company’s mission and vision . Executive AHT competitions between agents . Team leaders must encourage agents to get targets . Analysis agents performance to update plans and activates to agent with higher AHT . Increase agents awareness with AHT importance .
- 7. High attrition rate Before hiring process must all new possible agent know (targets , salary , working hours , general rules , Personnel Policies) . Improve working environment . Update personnel policies & rules to increase agents satisfaction and motivation .
- 8. Technology issue Executive training programs to agents about how to handle calls when technology issue happens . Executive training programs to agents about how to use Avaya and Computer in good way to prevent any technology issue . Technical support team working 24hours / 7 Days .
- 9. Agents basic information Improve training program quality . Team leaders must increase side by side Coaching to increase agents ability to handle calls . Executive skill Verification between agents .
- 10. Thanks