Measuring Average Handle Time Yields meager Customer Service
By now, nearly everyone has been erudite on the “myth” of average handle time. Long relied upon as a measure of call center competence, the AHT metric has been dismissed in recent years by those who believe it runs oppose to customer-centricity.
To sum up, no pun intended, customer management professionals have come to panic that assessing performance based on call length urges agents to sacrifice relationships for brevity. Under the gun to keep calls petite, agents will not “risk” engaging in a dialogue that could produce poor performance against the AHT metric, even if a lengthy, meaningful call is required to really satisfy the customer….more info