When operators do not have sufficient knowledge, they italy business mailing list spend more time on handling each call. This leads to an increase in AHT and a decrease in overall productivity. Lack of training also causes stress and uncertainty in employees, which slows down their work even more. Regular training and advanced training will help improve performance, improve the quality of customer service. Incorrect organization of work processes also negatively affects AHT. Poorly thought-out processes, ineffective time management systems can significantly increase the average call handling time.
For example, if operators spend a lot of time searching for information or they do not have a conversation structure, this increases AHT. Optimization of work processes, implementation of technologies, automation of routine tasks improve overall performance. External factors that influence the deterioration of AHT Changes in customer requests. Customers may ask more complex questions or encounter new problems that require more time to resolve. For example, during periods of launching new products or services, the number of calls to call centers increases sharply. It is important that operators are prepared for such changes and have access to all the information to provide high-quality service.