AHT action plan

AHT action plan for call center

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 Down is Good

4. We targeted 2 months in last 6 months (July, September) and this is not acceptable to Company . We need to know why we didn’t target in past 6 months & how to avoid that in the future ?

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