HR GENIUS BLOG
SHARING NEWS, IDEAS, THOUGHTS AND ADVICE AROUND THE WORLD OF HR!
Being overzealous when it comes to Average Handling Time (AHT) can be the bane of a contact center, never penalise agents for spending too much time while handling customer queries.
They are in fact actively helping the customer and as far as long term goals go, First Call Resolution is much more important to customer satisfaction than AHT.
So do the right thing, become customer centric and don’t obsess about metrics.